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A REFERENCE REVIEW FOR PUBLIC
SERVICE STAFF
WHO ARE WE?
JEN DOWNING
JDOWNING@UALIBRARY.ORG
LEA CARRIGAN
LCARRIGAN@FCDLIRARY.ORG
TODAY WE’LL COVER
• SEARCH STRATEGIES
• THE REFERENCE INTERVIEW
• THE APEX METHOD
• ETHICS
• INFORMATION LITERACY
SEARCH STRATEGIES
STARTING YOUR SEARCH
SEARCH STRATEGIES
KEYWORD SEARCH
SEARCH STRATEGIES
DIGGING DEEPER
SEARCH STRATEGIES
STEPS
SEARCH STRATEGIES
BOOLEAN
SEARCH STRATEGIES
PEARL GROWING
SEARCH STRATEGIES
ADVANCED SEARCH
SEARCH STRATEGIES
ADVANCED SEARCH
WILDCARD
SEARCH STRATEGIES
SEARCH STRATEGIES
WHY REINVENT THE WHEEL?
SEARCH STRATEGIES
BUT LET’S NOT GET AHEAD OF
OURSELVES.
ARE YOU SEARCHING FOR WHAT YOUR PATRON
REALLY WANTS?
REFERENCE GONE WRONG
Ancient Ruins
REFERENCE GONE WRONG
Ancient Ruins
REFERENCE GONE WRONG
Ancient Runes
REFERENCE GONE WRONG
Training Boxers
REFERENCE GONE WRONG
Training Boxers
Training Boxers
REFERENCE GONE WRONG
REFERENCE GONE WRONG
The Great Depression
REFERENCE GONE WRONG
Cinnamon
REFERENCE GONE WRONG
Cinnamon
Dinosaurs
REFERENCE GONE WRONG
Cinnamon
Dinosaurs
YOUR EXAMPLES, PLEASE.
THE REFERENCE INTERVIEW
1. BE APPROACHABLE
THE REFERENCE INTERVIEW
2. SHOW INTEREST
THE REFERENCE INTERVIEW
3. LISTEN
THE REFERENCE INTERVIEW
4. ASK QUESTIONS
THE REFERENCE INTERVIEW
5. CONDUCT THE SEARCH
THE REFERENCE INTERVIEW
6. FOLLOW UP
THE REFERENCE INTERVIEW
1. BE APPROACHABLE
2. SHOW INTEREST
3. LISTEN
4. ASK QUESTIONS
5. CONDUCT THE SEARCH
6. FOLLOW UP
THE REFERENCE INTERVIEW
1. BE APPROACHABLE
2. SHOW INTEREST
3. LISTEN
4. ASK QUESTIONS
5. CONDUCT THE SEARCH
6. FOLLOW UP
...
BUT SOMETIMES YOU DON’T EVEN KNOW
WHERE TO START.
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
YOU FIND IN...
WE DON’T SAY:
“OH, I’M MUCH TOO YOUNG
TO KNOW ANYTHING
ABOUT HISTORY.
MAYBE YOU CAN
GO ASK THAT
OLDER LIBRARIAN OVER THERE...
WE DON’T SAY:
“OH! YOU READ THAT TRASH?!
I CAN’T HELP YOU WITH THAT!”
© Bill Meltzer
APEX
Reference
Transactional
Behavioral Model
© Bill Meltzer
A
E
X
© Bill Meltzer
A
E
X
quanimity
robe
e plore
© Bill Meltzer
Admit
I DON’T KNOW EVERYTHING
I DON’T KNOW EVERYTHING
BUT THAT’S OKAY,
I CAN FIND OUT.
© Bill Meltzer
Admit
© Bill Meltzer
robe
© Bill Meltzer
robe
© Bill Meltzer
Equanimity
I’VE ANSWERED THAT SAME QUESTION
300 TIMES TODAY!!!
YOU WANT TO KNOW
WHAT?!?
© Bill Meltzer
Equanimity
© Bill Meltzer
Xe plore
“HOW DO YOU PRONOUNCE STARRETT?”
“WHERE ARE THE BOOKS WITH PRAYERS
TO COUNTERACT THE EVIL SPELLS PEOPLE
ARE CASTING ON ME?”
I NEED A 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...
© Bill Meltzer
Xe plore
eXpect
© Bill Meltzer
A
E
X
quanimity
robe
e plore
ETHICS
MEDICAL, LEGAL, AND BUSINESS
ETHICS
MEDICAL, LEGAL, AND BUSINESS
ETHICS
• PRIVACY AND CONFIDENTIALITY
• PROFESSIONAL COMPETENCE
• INTELLECTUAL FREEDOM
• EQUITABLE SERVICES AND ACCESS
• IN...
INFORMATION LITERACY
EVALUATING SOURCES
 Who produced the source?
 What is the purpose?
 Who is the intended audience?
...
INFORMATION LITERACY
http://www.irs.com/
INFORMATION LITERACY
INFORMATION LITERACY
http://awfullibrarybooks.net/
INFORMATION LITERACY
http://petsorfood.com/
JEN – JDOWNING@UALIBRARY.ORG
LEA - LCARRIGAN@FCDLIBRARY.ORG
Don't panic
Don't panic
Don't panic
Don't panic
Don't panic
Don't panic
Don't panic
Don't panic
Don't panic
Don't panic
Don't panic
Don't panic
Don't panic
Don't panic
Don't panic
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Don't panic

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Presentation created for the 2015 Southwest and Central/Southeast OLC Chapter Conferences

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Don't panic

  1. 1. A REFERENCE REVIEW FOR PUBLIC SERVICE STAFF
  2. 2. WHO ARE WE? JEN DOWNING JDOWNING@UALIBRARY.ORG LEA CARRIGAN LCARRIGAN@FCDLIRARY.ORG
  3. 3. TODAY WE’LL COVER • SEARCH STRATEGIES • THE REFERENCE INTERVIEW • THE APEX METHOD • ETHICS • INFORMATION LITERACY
  4. 4. SEARCH STRATEGIES STARTING YOUR SEARCH
  5. 5. SEARCH STRATEGIES KEYWORD SEARCH
  6. 6. SEARCH STRATEGIES DIGGING DEEPER
  7. 7. SEARCH STRATEGIES STEPS
  8. 8. SEARCH STRATEGIES BOOLEAN
  9. 9. SEARCH STRATEGIES PEARL GROWING
  10. 10. SEARCH STRATEGIES ADVANCED SEARCH
  11. 11. SEARCH STRATEGIES ADVANCED SEARCH WILDCARD
  12. 12. SEARCH STRATEGIES
  13. 13. SEARCH STRATEGIES WHY REINVENT THE WHEEL?
  14. 14. SEARCH STRATEGIES
  15. 15. BUT LET’S NOT GET AHEAD OF OURSELVES. ARE YOU SEARCHING FOR WHAT YOUR PATRON REALLY WANTS?
  16. 16. REFERENCE GONE WRONG
  17. 17. Ancient Ruins REFERENCE GONE WRONG
  18. 18. Ancient Ruins REFERENCE GONE WRONG Ancient Runes
  19. 19. REFERENCE GONE WRONG Training Boxers
  20. 20. REFERENCE GONE WRONG Training Boxers Training Boxers
  21. 21. REFERENCE GONE WRONG
  22. 22. REFERENCE GONE WRONG The Great Depression
  23. 23. REFERENCE GONE WRONG Cinnamon
  24. 24. REFERENCE GONE WRONG Cinnamon Dinosaurs
  25. 25. REFERENCE GONE WRONG Cinnamon Dinosaurs
  26. 26. YOUR EXAMPLES, PLEASE.
  27. 27. THE REFERENCE INTERVIEW 1. BE APPROACHABLE
  28. 28. THE REFERENCE INTERVIEW 2. SHOW INTEREST
  29. 29. THE REFERENCE INTERVIEW 3. LISTEN
  30. 30. THE REFERENCE INTERVIEW 4. ASK QUESTIONS
  31. 31. THE REFERENCE INTERVIEW 5. CONDUCT THE SEARCH
  32. 32. THE REFERENCE INTERVIEW 6. FOLLOW UP
  33. 33. THE REFERENCE INTERVIEW 1. BE APPROACHABLE 2. SHOW INTEREST 3. LISTEN 4. ASK QUESTIONS 5. CONDUCT THE SEARCH 6. FOLLOW UP
  34. 34. THE REFERENCE INTERVIEW 1. BE APPROACHABLE 2. SHOW INTEREST 3. LISTEN 4. ASK QUESTIONS 5. CONDUCT THE SEARCH 6. FOLLOW UP (REPEAT AS NECESSARY!)
  35. 35. BUT SOMETIMES YOU DON’T EVEN KNOW WHERE TO START.
  36. 36. 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 YOU FIND INFORMATION ON VAN GOGH.”
  37. 37. WE DON’T SAY: “OH, I’M MUCH TOO YOUNG TO KNOW ANYTHING ABOUT HISTORY. MAYBE YOU CAN GO ASK THAT OLDER LIBRARIAN OVER THERE.”
  38. 38. WE DON’T SAY: “OH! YOU READ THAT TRASH?! I CAN’T HELP YOU WITH THAT!”
  39. 39. © Bill Meltzer APEX Reference Transactional Behavioral Model
  40. 40. © Bill Meltzer A E X
  41. 41. © Bill Meltzer A E X quanimity robe e plore
  42. 42. © Bill Meltzer Admit
  43. 43. I DON’T KNOW EVERYTHING
  44. 44. I DON’T KNOW EVERYTHING BUT THAT’S OKAY, I CAN FIND OUT.
  45. 45. © Bill Meltzer Admit
  46. 46. © Bill Meltzer robe
  47. 47. © Bill Meltzer robe
  48. 48. © Bill Meltzer Equanimity
  49. 49. I’VE ANSWERED THAT SAME QUESTION 300 TIMES TODAY!!!
  50. 50. YOU WANT TO KNOW WHAT?!?
  51. 51. © Bill Meltzer Equanimity
  52. 52. © Bill Meltzer Xe plore
  53. 53. “HOW DO YOU PRONOUNCE STARRETT?”
  54. 54. “WHERE ARE THE BOOKS WITH PRAYERS TO COUNTERACT THE EVIL SPELLS PEOPLE ARE CASTING ON ME?”
  55. 55. I NEED A QUOTE FROM THE INVENTOR OF THE CAR.
  56. 56. “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.”
  57. 57. © Bill Meltzer Xe plore eXpect
  58. 58. © Bill Meltzer A E X quanimity robe e plore
  59. 59. ETHICS MEDICAL, LEGAL, AND BUSINESS
  60. 60. ETHICS MEDICAL, LEGAL, AND BUSINESS
  61. 61. ETHICS • PRIVACY AND CONFIDENTIALITY • PROFESSIONAL COMPETENCE • INTELLECTUAL FREEDOM • EQUITABLE SERVICES AND ACCESS • INTELLECTUAL PROPERTY
  62. 62. INFORMATION LITERACY EVALUATING SOURCES  Who produced the source?  What is the purpose?  Who is the intended audience?  Is the information accurate?  Is the information objective?  Is the information current?
  63. 63. INFORMATION LITERACY http://www.irs.com/
  64. 64. INFORMATION LITERACY
  65. 65. INFORMATION LITERACY http://awfullibrarybooks.net/
  66. 66. INFORMATION LITERACY http://petsorfood.com/
  67. 67. JEN – JDOWNING@UALIBRARY.ORG LEA - LCARRIGAN@FCDLIBRARY.ORG

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