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or Where are your books on flying gerbils?
<ul><li>An information contact with a customer that involves the using, recommending, or instructing in the use of one or ...
HOW DO YOU ANSWER A QUESTION? <ul><li>In order of importance: </li></ul><ul><li>Courteously </li></ul><ul><li>Accurately <...
PHASES OF THE REFERENCE INTERVIEW <ul><li>Approachability </li></ul><ul><li>Interest </li></ul><ul><li>Listening/Inquiring...
1. APPROACHABILITY <ul><li>Unshelved  for  Thursday, October 13, 2005  by Bill Barnes and Gene Ambaum </li></ul>Customer R...
2. INTEREST or Reference and Information Service Provider
3. LISTENING/INQUIRING <ul><li>The reference interview is the heart of the reference transaction and is crucial to the suc...
3. LISTENING/INQUIRING <ul><li>In the reference interview you will use two kinds of questions. </li></ul><ul><li>Open ende...
USE OPEN ENDED QUESTIONS TO ENCOURAGE CUSTOMERS TO EXPAND ON THEIR REQUEST OR TO GIVE YOU MORE INFORMATION. <ul><li>Some e...
USES OPEN ENDED CLARIFYING QUESTIONS TO REFINE THE SEARCH QUERY. <ul><li>Some examples of such questions include: </li></u...
USES CLOSE ENDED QUESTIONS TO BE SURE THAT  YOU UNDERSTAND WHAT THE CUSTOMER WANTS. <ul><li>Some examples of such question...
<ul><li>A short one-act play </li></ul>3. LISTENING/INQUIRING OR THE REFERENCE INTERVIEW
3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Where are your books on flyin...
3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Are you looking for something...
3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>No; I’m working on a school p...
3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>An exploding flying gerbil, a...
3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Yes; it’s for his fourth grad...
3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Very interesting, a historic ...
3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Yes. Actually it exploded ove...
3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>By any chance, was this a ver...
3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Oh yes; it was big as a blimp...
3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Was this gerbil possibly an a...
3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Yes; it was a great big flyin...
3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Let’s go look in the children...
FLYING NAZI GERBIL CIRCA 1937. (ALSO KNOWN AS A DIRIGIBLE)
WHICH FLYING GERBIL PHOTO WILL YOU FIND? <ul><li>You cannot find the right answer until you understand the question! </li>...
4. SEARCHING <ul><li>Select search terms that are most related to the information desired.  </li></ul><ul><li>Check the sp...
WHERE TO SEARCH <ul><li>The Library catalog </li></ul><ul><li>Search Engines & Directories (e.g. Google) </li></ul><ul><li...
5. FOLLOW-UP <ul><li>The reference transaction does not end when the staff member delivers the results to the customer.  <...
 
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Good reference behavior

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Good reference behavior

  1. 1. or Where are your books on flying gerbils?
  2. 2. <ul><li>An information contact with a customer that involves the using, recommending, or instructing in the use of one or more information sources by a member of the library staff. </li></ul>REFERENCE TRANSACTION <ul><li>Adapted from American National Standard for Library and Information Statistics (ANSI Z39-1983) </li></ul>
  3. 3. HOW DO YOU ANSWER A QUESTION? <ul><li>In order of importance: </li></ul><ul><li>Courteously </li></ul><ul><li>Accurately </li></ul><ul><li>Completely </li></ul><ul><li>Quickly </li></ul><ul><li>#1 is a must; #4 will come with practice </li></ul>
  4. 4. PHASES OF THE REFERENCE INTERVIEW <ul><li>Approachability </li></ul><ul><li>Interest </li></ul><ul><li>Listening/Inquiring </li></ul><ul><li>Searching </li></ul><ul><li>Follow-up </li></ul>
  5. 5. 1. APPROACHABILITY <ul><li>Unshelved for Thursday, October 13, 2005 by Bill Barnes and Gene Ambaum </li></ul>Customer Reference & Information Service Provider Bibliotoons : a mischievous meander through the stacks & beyond / by Gary Handman.– Jefferson : McFarland & Co., 1990. Copyright 1990 Gary Handman WRONG!
  6. 6. 2. INTEREST or Reference and Information Service Provider
  7. 7. 3. LISTENING/INQUIRING <ul><li>The reference interview is the heart of the reference transaction and is crucial to the success of the process. … Strong listening and questioning skills are necessary for a positive interaction. </li></ul>Reference and Information Service Provider Customer
  8. 8. 3. LISTENING/INQUIRING <ul><li>In the reference interview you will use two kinds of questions. </li></ul><ul><li>Open ended questions </li></ul><ul><ul><li>These are questions that cannot be answered with yes or no </li></ul></ul><ul><ul><li>They are also known as probing questions, because you probe for more information </li></ul></ul><ul><li>Close ended questions </li></ul><ul><ul><li>These can only be answered yes or no </li></ul></ul><ul><ul><li>They are also known as verifying questions because you are asking the customer to verify what you heard her or him say </li></ul></ul>
  9. 9. USE OPEN ENDED QUESTIONS TO ENCOURAGE CUSTOMERS TO EXPAND ON THEIR REQUEST OR TO GIVE YOU MORE INFORMATION. <ul><li>Some examples of such questions include: </li></ul><ul><li>Please tell me more about your topic. </li></ul><ul><li>What additional information can you give me? </li></ul><ul><li>How much information do you need? </li></ul>
  10. 10. USES OPEN ENDED CLARIFYING QUESTIONS TO REFINE THE SEARCH QUERY. <ul><li>Some examples of such questions include: </li></ul><ul><li>What have you already found? </li></ul><ul><li>What type of information do you need (books, articles, etc.)? </li></ul><ul><li>Do you need current or historical information? </li></ul>
  11. 11. USES CLOSE ENDED QUESTIONS TO BE SURE THAT YOU UNDERSTAND WHAT THE CUSTOMER WANTS. <ul><li>Some examples of such questions include: </li></ul><ul><li>You want to know if a West Highland terrier is A.K.C. registered? </li></ul><ul><li>What I heard you asking me for are six native dishes that the Inuit people of Nunavut Canada prepare and recipes for them written on a fourth-grade level. Is that correct? </li></ul><ul><li>You want to know what the highest building in Houston is and its height in feet? </li></ul>
  12. 12. <ul><li>A short one-act play </li></ul>3. LISTENING/INQUIRING OR THE REFERENCE INTERVIEW
  13. 13. 3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Where are your books on flying gerbils? </li></ul>
  14. 14. 3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Are you looking for something about pets? </li></ul>
  15. 15. 3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>No; I’m working on a school project for my son. He needs a picture of a flying gerbil—an exploding one. </li></ul>
  16. 16. 3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>An exploding flying gerbil, ah…Do you know which class this is for? </li></ul>
  17. 17. 3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Yes; it’s for his fourth grade New Jersey history class. I think he said it was a Nazi gerbil. </li></ul>
  18. 18. 3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Very interesting, a historic exploding Nazi flying gerbil from New Jersey—Please tell me more about this. </li></ul>
  19. 19. 3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Yes. Actually it exploded over New Jersey when it was coming in for a landing. </li></ul>
  20. 20. 3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>By any chance, was this a very large gerbil? </li></ul>
  21. 21. 3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Oh yes; it was big as a blimp. It cause quite a sensation when it exploded. </li></ul>
  22. 22. 3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Was this gerbil possibly an airship? </li></ul>
  23. 23. 3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Yes; it was a great big flying gerbil with a swastika painted on its rear fin. </li></ul>
  24. 24. 3. LISTENING/INQUIRING <ul><li>CUSTOMER </li></ul><ul><li>LIBRARY EMPLOYEE </li></ul><ul><li>Let’s go look in the children’s area. I think we may have a book with just what your son needs. </li></ul>
  25. 25. FLYING NAZI GERBIL CIRCA 1937. (ALSO KNOWN AS A DIRIGIBLE)
  26. 26. WHICH FLYING GERBIL PHOTO WILL YOU FIND? <ul><li>You cannot find the right answer until you understand the question! </li></ul>OR
  27. 27. 4. SEARCHING <ul><li>Select search terms that are most related to the information desired. </li></ul><ul><li>Check the spelling. </li></ul><ul><li>Identify sources </li></ul><ul><li>Search the index </li></ul>
  28. 28. WHERE TO SEARCH <ul><li>The Library catalog </li></ul><ul><li>Search Engines & Directories (e.g. Google) </li></ul><ul><li>Databases </li></ul><ul><li>Books </li></ul>
  29. 29. 5. FOLLOW-UP <ul><li>The reference transaction does not end when the staff member delivers the results to the customer. </li></ul><ul><li>Ask the customer if his or her questions have been completely answered. </li></ul><ul><li>Encourage the customer to return if they have further questions by making a statement such as, “If you don’t find what you are looking for, please come back and we’ll try something else.” </li></ul>

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