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Don’t Know Much About… Faking it Through the Reference Transaction While Still Providing Quality Service
The document discusses strategies for librarians to effectively engage with patrons during reference transactions, emphasizing the importance of comfort, effective questioning, and maintaining equanimity. It highlights behaviors such as admitting when one does not know the answer, probing for more details, and exploring solutions to patron inquiries. Furthermore, the document provides examples and guidelines for behavioral performance within reference services.
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Don’t Know Much About… Faking it Through the Reference Transaction While Still Providing Quality Service
- 1. Don’t Know MuchAbout… Faking It through the Reference Transaction While Still Providing Quality Service Ohio Library Council Chapter Conferences 2014
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- 4. We don’t say... “I’msorry, 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. We don’t say... “Oh,I’m too young to know anything about history. Maybe you can go ask that older librarian.”
- 6. We don’t say... “Oh!You read that trash!! I can’t help you with that!”
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- 11. ● Admit ● Probe ●Equanimity ● eXplore A P E X
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- 13. I don’t knoweverything.
- 14. I don’t knoweverything but that’s okay. I can find out.
- 15. Ignorance The fact orcondition 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
- 17. I don’t knoweverything but that’s okay. I can find out.
- 18. ...the librarian's firststep 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
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- 23. Probe To examine orlook into closely; to investigate (a crime or other matter) thoroughly; to interrogate (a person) ~ Oxford English Dictionary
- 24. Probe To examine orlook into closely; to investigate (a crime or other matter) thoroughly; to interrogate (a person) ~ Oxford English Dictionary Examine Look into closely Investigate thoroughly Interrogate
- 25. Effective listening andquestioning skills are necessary for a positive interaction. Guidelines for Behavioral Performance of Reference and Information Service Providers
- 26. Question (in chatreference session): “I need to find diving lessons for my son.”
- 27. Question (in chatreference session): “I need to find diving lessons for my son.” driving
- 28. Question (young childat reference desk): “My mom wants a Noah’s Ark CD.”
- 29. Question (young childat reference desk): Noah’s Ark | Moe’s Ark | Mozart
- 30. Youth in Africa | Youth in Asia | Euthanasia OtherAmbiguities and Misunderstandings I need information on training boxers. (Asked at desk...) Do you have a guide to Wales/whales/wells
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- 33. Equanimity Evenness of mindor temper; the quality or condition of being undisturbed by elation, depression, or agitating emotion; unruffledness. ~ Oxford English Dictionary
- 34. I’ve answered thatsame question... ...three hundred times!
- 35. You want toknow what…? I don’t think so.
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- 37. 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.
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- 40. Without an effectivesearch, 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
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- 43. Question (via KnowItNowchat): “How do you pronounce Starrett (cf. http://en.wikipedia.org/wiki/Vincent_ Starrett)?”
- 45. Question (at theref desk): “Where are the books with prayers to counteract the evil spells people are casting on me?”
- 48. Question (in virtualreference): Quote from the inventor of the car
- 51. 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.
- 52. Question (at thedesk): What is special about volatile units and why should they be guarded?
- 53. Question (at thedesk): What is special about volatile units and why should they be guarded? http://www.flickr.com/photos/44969945@N03/7913754434/
- 54. Question (at thedesk): What is special about volatile units and why should they be guarded?
- 55. Question (at thedesk): What is special about volatile units and why should they be guarded?
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- 62. Thank You! Slides postedat http://www.slideshare.net/DonBoozer
- 63. Sources Referred toin 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/
- 64. 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