Don’t Know Much About…
Faking It through
the Reference Transaction
While Still Providing Quality Service
Ohio Library Coun...
Don Boozer
KnowItNow24x7
Bill Meltzer
Worthington Libraries
We don’t say...
We don’t say...
“I’m sorry, but I didn’t take
any art classes in college. I
wouldn’t know where to
start to help with
info...
We don’t say...
“Oh, I’m too young
to know anything
about history.
Maybe you can
go ask that
older librarian.”
We don’t say...
“Oh! You read that trash!!
I can’t help you with that!”
“Faking” It
“Faking” It
APEX
Reference
Transactional
Behavior Model
© Bill Meltzer
● Admit
● Probe
● Equanimity
● eXplore
A P E
X
Admit
A
I don’t know everything.
I don’t know everything
but that’s okay.
I can find out.
Ignorance
The fact or condition of being ignorant; want of
knowledge (general or special)
~ Oxford English Dictionary
late...
I don’t know everything
but that’s okay.
I can find out.
...the librarian's first step in initiating the
reference transaction is to make the
patron feel comfortable in a situatio...
Admit
A
Probe
P
Probe
To examine or look into closely; to investigate (a crime
or other matter) thoroughly; to interrogate (a person)
~ Ox...
Probe
To examine or look into closely; to investigate (a crime
or other matter) thoroughly; to interrogate (a person)
~ Ox...
Effective listening and questioning skills
are necessary for a positive interaction.
Guidelines for Behavioral Performance...
Question (in chat reference session):
“I need to find diving lessons for my
son.”
Question (in chat reference session):
“I need to find diving lessons for my
son.”
driving
Question (young child at reference desk):
“My mom wants a Noah’s Ark CD.”
Question (young child at reference desk):
Noah’s Ark
|
Moe’s Ark
|
Mozart
Youth in
Africa
|
Youth in
Asia
|
Euthanasia
Other Ambiguities and Misunderstandings
I need information on
training boxers...
Probe
Share?
P
Equanimity
E
Equanimity
Evenness of mind or temper; the quality or condition of
being undisturbed by elation, depression, or agitating
...
I’ve answered that same question...
...three hundred times!
You want to know
what…?
I don’t think so.
Relentless Reference
HMS Relentless
Relentless Reference
Ozzie@Sinclair Hi, I'm Ozzie, a librarian at Sinclair. Thanks for your question!
Guest why cant i own...
Equanimity
Share? Confess?
E
eXplore
X
Without an effective search, not only is the
desired information unlikely to be found,
but patrons may become discouraged ...
BOX Think
Question (via KnowItNow chat):
“How do you pronounce Starrett (cf.
http://en.wikipedia.org/wiki/Vincent_
Starrett)?”
Question (at the ref desk):
“Where are the books with prayers
to counteract the evil spells people
are casting on me?”
Question (in virtual reference):
Quote from the inventor of the car
I remained firm. The courageous faith in the future could not rob me.
There was only one person in the world who believed ...
Question (at the desk):
What is special about volatile units and why
should they be guarded?
Question (at the desk):
What is special about volatile units and why
should they be guarded?
http://www.flickr.com/photos/...
Question (at the desk):
What is special about volatile units and why
should they be guarded?
Question (at the desk):
What is special about volatile units and why
should they be guarded?
eXplore
Share?
X
eXplore
(eXpect)
X
http://www.project-wombat.org/
Repeat as necessary...
A P E
X
Repeat as necessary...
A P E
X
Thank You!
Slides posted at
http://www.slideshare.net/DonBoozer
Sources Referred to in Presentation
• Fake Book, Wikipedia: http://en.wikipedia.org/wiki/Fake_book
• RUSA Guidelines:
http...
Image Credits & Notes
• RUSA Guidelines: http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral
• Mountain: Pho...
Don’t Know Much About…  Faking it Through the Reference Transaction While Still Providing Quality Service
Don’t Know Much About…  Faking it Through the Reference Transaction While Still Providing Quality Service
Don’t Know Much About…  Faking it Through the Reference Transaction While Still Providing Quality Service
Don’t Know Much About…  Faking it Through the Reference Transaction While Still Providing Quality Service
Don’t Know Much About…  Faking it Through the Reference Transaction While Still Providing Quality Service
Don’t Know Much About…  Faking it Through the Reference Transaction While Still Providing Quality Service
Don’t Know Much About…  Faking it Through the Reference Transaction While Still Providing Quality Service
Don’t Know Much About…  Faking it Through the Reference Transaction While Still Providing Quality Service
Don’t Know Much About…  Faking it Through the Reference Transaction While Still Providing Quality Service
Don’t Know Much About…  Faking it Through the Reference Transaction While Still Providing Quality Service
Don’t Know Much About…  Faking it Through the Reference Transaction While Still Providing Quality Service
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Don’t Know Much About… Faking it Through the Reference Transaction While Still Providing Quality Service

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2014 Ohio Library Council Chapter Conferences: "How many librarians does it take to change a light bulb? I don't know, but I'd be happy to look it up for you." Even when a patron asks a question in a topic for which a librarian has no idea where to start looking, our colleagues usually do a good job of finding the information needed. As information professionals, however, we need to sometimes be open to taking the circuitous path or thinking outside the box to find that information. This fast-paced, one-hour reference boot camp will look at challenging reference questions, some strategies for fulfilling those requests, and ways to keep your patrons happy and coming back for more.

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Don’t Know Much About… Faking it Through the Reference Transaction While Still Providing Quality Service

  1. 1. Don’t Know Much About… Faking It through the Reference Transaction While Still Providing Quality Service Ohio Library Council Chapter Conferences 2014
  2. 2. Don Boozer KnowItNow24x7 Bill Meltzer Worthington Libraries
  3. 3. We don’t say...
  4. 4. We don’t say... “I’m sorry, but I didn’t take any art classes in college. I wouldn’t know where to start to help with info on Van Gogh.”
  5. 5. We don’t say... “Oh, I’m too young to know anything about history. Maybe you can go ask that older librarian.”
  6. 6. We don’t say... “Oh! You read that trash!! I can’t help you with that!”
  7. 7. “Faking” It
  8. 8. “Faking” It
  9. 9. APEX Reference Transactional Behavior Model © Bill Meltzer
  10. 10. ● Admit ● Probe ● Equanimity ● eXplore A P E X
  11. 11. Admit A
  12. 12. I don’t know everything.
  13. 13. I don’t know everything but that’s okay. I can find out.
  14. 14. Ignorance The fact or condition of being ignorant; want of knowledge (general or special) ~ Oxford English Dictionary late 14c., from Old French ignorant (14c.), from Latin ignorantia, from ignorantem (nominative ignorans), present participle of ignorare "not to know, to be unacquainted; mistake, misunderstand; take no notice of, pay no attention to," from assimilated form of in- "not, opposite of" (see in- (1)) + Old Latin gnarus "aware, acquainted with" (cf. Classical Latin noscere "to know," notus "known"), from Proto-Latin suffixed form *gno-ro-, related to gnoscere "to know" ~ from Online Etymology Dictionary
  15. 15. I don’t know everything but that’s okay. I can find out.
  16. 16. ...the librarian's first step in initiating the reference transaction is to make the patron feel comfortable in a situation that can be perceived as intimidating, confusing, or overwhelming. Guidelines for Behavioral Performance of Reference and Information Service Providers
  17. 17. Admit A
  18. 18. Probe P
  19. 19. Probe To examine or look into closely; to investigate (a crime or other matter) thoroughly; to interrogate (a person) ~ Oxford English Dictionary
  20. 20. Probe To examine or look into closely; to investigate (a crime or other matter) thoroughly; to interrogate (a person) ~ Oxford English Dictionary Examine Look into closely Investigate thoroughly Interrogate
  21. 21. Effective listening and questioning skills are necessary for a positive interaction. Guidelines for Behavioral Performance of Reference and Information Service Providers
  22. 22. Question (in chat reference session): “I need to find diving lessons for my son.”
  23. 23. Question (in chat reference session): “I need to find diving lessons for my son.” driving
  24. 24. Question (young child at reference desk): “My mom wants a Noah’s Ark CD.”
  25. 25. Question (young child at reference desk): Noah’s Ark | Moe’s Ark | Mozart
  26. 26. Youth in Africa | Youth in Asia | Euthanasia Other Ambiguities and Misunderstandings I need information on training boxers. (Asked at desk...) Do you have a guide to Wales/whales/wells
  27. 27. Probe Share? P
  28. 28. Equanimity E
  29. 29. Equanimity Evenness of mind or temper; the quality or condition of being undisturbed by elation, depression, or agitating emotion; unruffledness. ~ Oxford English Dictionary
  30. 30. I’ve answered that same question... ...three hundred times!
  31. 31. You want to know what…? I don’t think so.
  32. 32. Relentless Reference HMS Relentless
  33. 33. Relentless Reference Ozzie@Sinclair Hi, I'm Ozzie, a librarian at Sinclair. Thanks for your question! Guest why cant i own a canadian? Ozzie@Sinclair Hi. Guest Hello Ozzie@Sinclair I'm not sure I understand your question. Ozzie@Sinclair Can you tell me more? Guest I want to know why i can own a canadian slave Ozzie@Sinclair It will help me to know if this is for a class assignment. If so, which class or subject is it for? Guest social studies or some <$#%&> like that Ozzie@Sinclair I'm happy to help you, but no swearing please. Otherwise, I'll have to end the session. Ozzie@Sinclair The 13th amendment to the U.S. Constitution abolished slavery. Here's some information on that: http://www.loc.gov/rr/program/bib/ourdocs/13thamendment.html Guest ur that kind of librarian?? How annoying.... well <$#%&> it Ozzie@Sinclair Thanks for using our service.
  34. 34. Equanimity Share? Confess? E
  35. 35. eXplore X
  36. 36. Without an effective search, not only is the desired information unlikely to be found, but patrons may become discouraged as well. Guidelines for Behavioral Performance of Reference and Information Service Providers
  37. 37. BOX Think
  38. 38. Question (via KnowItNow chat): “How do you pronounce Starrett (cf. http://en.wikipedia.org/wiki/Vincent_ Starrett)?”
  39. 39. Question (at the ref desk): “Where are the books with prayers to counteract the evil spells people are casting on me?”
  40. 40. Question (in virtual reference): Quote from the inventor of the car
  41. 41. I remained firm. The courageous faith in the future could not rob me. There was only one person in the world who believed as brave and as I hoped - my wife.
  42. 42. Question (at the desk): What is special about volatile units and why should they be guarded?
  43. 43. Question (at the desk): What is special about volatile units and why should they be guarded? http://www.flickr.com/photos/44969945@N03/7913754434/
  44. 44. Question (at the desk): What is special about volatile units and why should they be guarded?
  45. 45. Question (at the desk): What is special about volatile units and why should they be guarded?
  46. 46. eXplore Share? X
  47. 47. eXplore (eXpect) X
  48. 48. http://www.project-wombat.org/
  49. 49. Repeat as necessary... A P E X
  50. 50. Repeat as necessary... A P E X
  51. 51. Thank You! Slides posted at http://www.slideshare.net/DonBoozer
  52. 52. Sources Referred to in Presentation • Fake Book, Wikipedia: http://en.wikipedia.org/wiki/Fake_book • RUSA Guidelines: http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral • Einstein Archives Online: http://new.alberteinstein.info/about.html • Ambrose Bierce Project: http://www.ambrosebierce.org/main.html • Global Health Issues: http://www.who.int/en/ • Karl Benz, Wikipedia: http://en.wikipedia.org/wiki/Karl_Benz • Carl Benz, German Wikipedia: http://de.wikipedia.org/wiki/Carl_Benz • Lebensfahrt eines deutschen Erfinders: http://www.zeno.org/Naturwissenschaften/M/Benz,+Carl+Friedrich/Lebensfahrt +eines+deutschen+Erfinders • http://translate.google.com • Animal Diversity Web: http://animaldiversity.ummz.umich.edu/ • CIA World Factbook: https://www.cia.gov/library/publications/the-world- factbook/
  53. 53. Image Credits & Notes • RUSA Guidelines: http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral • Mountain: Photo by Don Boozer. Unicorn Peak, Yosemite National Park, CA. • Musical Notes: http://upload.wikimedia.org/wikipedia/commons/9/99/Dominant_sharp_ninth_chord_in_blues.png • Irises. Van Gogh: http://www.getty.edu/art/gettyguide/artObjectDetails?artobj=947. Digital image courtesy of the Getty’s Open Content Program. • Corinthian helmet from the tomb of Denda. From a Greek workshop in South Italy, 500–490 BC. http://commons.wikimedia.org/wiki/File:Corinthian_helmet_Denda_Staatliche_Antikensammlungen_4330.jpg User:MatthiasKabel, own work, 2005-10-26. Image renamed from Image:Korinthischer helm.jpg • Kresley Cole, Shadow’s Claim. cover http://www.rwa.org/p/cm/ld/fid=1108 2013 Paranormal Romance Winner, RITA Awards • Heir to the Empire Cover: http://www.amazon.com/Heir-Empire-Star-Wars-Trilogy/dp/0553296124/ • Unconscious Incompetence: Adapted from “The Four Stages of Learning” http://www.gordontraining.com/free- workplace-articles/learning-a-new-skill-is-easier-said-than-done/ Also http://en.wikipedia.org/wiki/Four_stages_of_competence • Cat: “Angry Tiger” by Guyon Morée, Beverwijk, Netherlands. http://commons.wikimedia.org/wiki/File:Angry_tiger.jpg • Helicopter Rescue: http://www.nps.gov/grte/parknews/images/IMG_0820.JPG • Explosion: http://apod.nasa.gov/apod/ap030325.html • Dictionary Page: http://physicsworld.com/blog/dictionary.jpg

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