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information resources and services 1. Explain the nature of reference service, history, functions, and relation 2. Select and evaluate reference and information resources 3. Answer reference queries with resources 4. Determine various reference and i formation services...

information resources and services 1. Explain the nature of reference service, history, functions, and relation 2. Select and evaluate reference and information resources 3. Answer reference queries with resources 4. Determine various reference and i formation services 5. Identify application of ICTs How libraries and Information centers function: a refresher Collection Organizing Resources Retrieval Information Centers and the Community Libraries, archives, and museums do not exist in isolation. Serve a defined community The main function of the library is to provide information to its parent Definitions Information Services “The process of resolving information needs of users in response to a particular question, interest assignment, or problem and building positive relationships with users” (Radford, 1999) Found in a variety of settings including business offices and non-profit institutions Reference Service “All the functions performed by a trained librarian employed in the reference section of a library to meet the information needs of patrons including…” Answering substantive questions Instructing users Conducting searches Directing users Assisting in the evaluation of information Referring patrons to resources outside the library Keeping reference statistics Participating in the development of the reference collection Information Services contextualized for the library setting Reference transactions “Information consultations in which library staff recommend interpret, evaluate, and/or use information resources to help others to meet particular information needs. “…do not include formal instruction or exchanges that provide assistance with locations, schedules, equipment, supplies, or policy statements.” Reference Work  Reference transactions and other activities that involve the creation, management, and assessment of information or research, resources, tools, and services Reference “Reference is providing assistance by using expertise in response to an information need.” Reference is In response to a current information need Not considered formal instruction Not those library programs designed in anticipation of an information need Historical Background of Reference Service 19th Century ideals Universal Education All children in the US, no matter what class, race or religion, would be able to receive free public education Public Libraries That the means of general information should be so diffused so that the largest possible number of persons should be induced to read and understand Samuel Green Librarian, Worcester Free Public Library, Massachusetts Drawn the concept of the librarian interacting with and assisting the reader Paper entitled “Desirableness of Establishing Personal Intercourse and Relations between Librarians and Readers in Popular Libraries” presented in 1876 The first professional discussion on what we now know as reference service. Why do we call it reference Started as “access to librarians”, “aid to readers” and “assistance to readers” “Reference book” was widely in use The service of the librarian became attributed to this Melvin Dewey Librarian, Columbia College First to establish reference department There was initial resistance in the academic community because research was rare back then Functions Supervision Information Guidance  Instruction Bibliographic Appraisal Module 2 Four types of reference queries Direction Ready reference Specific search Research Reader education/library instruction Providing directions in using library resources or explaining library rules and regulations Reader’s advisory Queries requesting for sources to fit information needs or reading needs/interests of users Steps in conducting a reference interview Opening the interview Approachability Greeting Show of interest Body language and orientation Negotiating the question Making information available that the librarian needs to understand the inquiry to an extant that enables effective searching and accurate provision of information Verifying that the librarian and user share the same understanding of the need Techniques in query negotiation Open questions No fixed answer Not answered with yes or no Closed questions Focus narrowly and distinctly on particular subject or source and help further the librarian’s understanding of the topic Some may be answered with a yes or no Neutral questioning “Sense-making” Contextualizing Understanding the user’s situation, the gap that led to the question and how the user plans to use the information Asking why is on a case-to-case basis Encouragers  Motivate the client to speak Language Clear and jargon-free Active listening Ensures that the messaged is received accurately but also that it was understood Developing a strategy for a successful search and communicating it to the user In this stage, the librarian could still continue asking open and closed questions Involving the user in the search The process is transparent so that the user could see and understand what the librarian is doing Locating the information and evaluating it Consider the format, the amount and the level of information needed Selecting information of high quality but still appropriate to the need Query negotiation may still be done Involving the user in the search process Ensuring that the question is fully answered-the follow up Communicate the answer clearly to the users It is important to cite the source Verify that the answer matches the scope of the user’s question and the level of the information given is what was desired Closing the interview Bring the conversation to an end without making the patron feel summarily dismissed The end of the interview should always leave open the opportunity for the user to say more Follow-up or refer, if needed If the query was not adequately answered, referrals to other persons, libraries or offices can be done. The librarian should make sure that the office being referred o has the answer and is prepared to answer such question Negative closure When the interview ends abruptly without a real examination of the user’s question or an adequate attempt to meet the user’s information need The librarian was unsuccessful in answering the query or did not make a referral The interview did not go well for various reasons The interview closed for policy or institutional factors Interviewing with mediated communication Telephone Visual cues are lacking Using a friendly tone of voice as sound can convey non-verbal cues Listening and writing skills are essential  Inclusion/involvement with the caller, avoiding dead air Chat messaging Visual and audio cues are lacking Miscommunication is most likely to happen. Both parties have reduced inhibitions Important to have good typing, writing, and spelling skills Provide short, quick responses, always keeping the client updated with what is happening Email interview Visual and audio cues are lacking and asynchronous The reply turnaround period prolongs the interview process Provide potential kinds of answers in reply while negotiating/clarifying information needed Challenges in handling reference interviews Difficult people Those who are indefinite, angry/hostile, or don’t focus Miscommunication Have you understood the query well enough? Imposed queries Information needs are not self-generated but out of obligation Reference by proxy Those who ask questions on behalf of another person Multiple users and queueing Who should be accommodated first? Expert opinion Queries that require an answer from an expert Queries involving medical/legal/financial advice Personality qualities of reference librarians Service orientation Patience and persistence Sensitivity Self-control Flexibility and sense of humor Good judgment Knowledge and confidence Assignment: Decorate a gingerbread man with what makes a good reference librarian Search Strategy The goal is to find information in the quickest, most effect way possible. Parameters that affect the Search What is wanted What is known about what is wanted What resources are available How the available resources are constructed  What is known about the structure of those resources Approaches in Answering Queries By subject In what branch of knowledge will the answer be from By type “Directory”, “Simple fact”, “Personal choice of best materials”, “Subject-specialized questions” By source Which information source would best provide the answer? By purpose To what purpose will the information be used? One product of neutral questioning By inquirer Who is the person inquiring? In which user demographic does s/he belong? Finding the Answer Categorize Visualize Test Knowing how information is organized can greatly help in searching Bibliographic Control The organizing of items (or rather the organizing of surrogates or the representations of items) for eventual identification and location. Bibliographic universe The totality of all information resources worldwide, regardless of date, format and topic Bibliographic item The manifestation of a creative/intellectual work; the published object Retrieval tools Bibliographies Catalogs Indexes Finding Aids Registers and Museum Databases Search Engines Directories Search strategies for Online Databases Field Searching Controlled Vocabulary Boolean Logic Rules of the game When you know the answer is in a source, it usually is Depend on no one’s prior research for accuracy and completeness  Jot down the sources, tools, or places you have looked at Take your time and don’t rush Try various entry points (aside from subject, consider persons or corporate bodies) Common pitfalls in reference answering Wrong information Inappropriate information Avoidance Poor knowledge of resources Lack of follow-up Competence in search skills Internet as a reference tool Strengths Easy to use Currency Audio-visual capabilities Exclusivity Interactivity Mass convenience Scope Weaknesses Lack of regulated quality control Fake news and alternative facts Lack of structure Suboptimal results No guarantee of free full text Spotty covering of historical material Volatility 5 steps Is the internet the right medium Select the right internet tool Construct the right search terms Use the right search operators Evaluate the search results Strategies in using search engines Use of punctuations for Boolean logic, other operators and truncation Limiting to searching within a website or domain name Searching for specific types of information Module 4 Information service providers should have the answers A librarian should not only be a walking catalogue, but a living cyclopedia They are expected to know everything; and in one sense they should know everything  Archives reference and access staff should at least know the scope and contents of the archival collection Define reference sources Information source An information source is a person, thing, or place from which information comes, arises, or is obtained. Information sources can be known as primary or secondary Reference Book Traditional def A book designed by the arrangement and treatment of its subject matter to be consulted for definite items of information rather than to be read consecutively A book whose use is restricted to the library building Reference source Modern def Any publication from which authoritative information can be obtained, including but not limited to reference books, catalog records, printed indexes, and abstracting services, and bibliographic databases Characteristics of reference sources Locates facts Is arranged for quick retrieval of information Is used frequently May be unique in coverage May be costly Is usually restricted to library uses Types of information sources Primary Documents or records containing firsthand or original data on a topic, used in preparing a derivative work Secondary Any published or unpublished work that is one step removed from the original source Usually describing, summarizing, analyzing, evaluated, derived from, or based on primary source materials Tertiary Written works that further summarize or condense topics Mainly based on secondary sources Control-access-directional Locators Furnish information indirectly, refer to other sources Bibliographies General bibliographies Bibliographies of reference sources  Library and union catalogs Indexes and abstracts Ready reference source type Source type Fact finders Furnish information directly, synoptic/gives a general view of a topic Government publications and unpublished sources Resources from the government, organizations and institutions that may be used openly and are being released non-commercially Government publications Pamphlets and clippings Vertical Files Gray Literature Selection and evaluation of reference sources Cassell and Hiremath Scope and purpose What the work covers, including topics such as how comprehensive it is, allied fields Quality of content Accurate, up-to-date information of sufficient depth for the intended audience Authority Qualifications and reputation of author and publisher Accuracy Freedom from errors Currency Being up to date Ease of use Usability, searching capabilities, and response time Arrangement Content sequence, layout, indexing Appropriateness Suitability to the audience/meet of user needs Format Choice of carrier: print, AV, electronic Cost Value for money Wong and Saunders For all formats Content Relevance and usefulness  Authority Education and experience of the authors, editors, and contributors; reputation of the publisher Format The choice of which medium or carrier For print resources Physical attributes The physical make-up and tangible features Indexing The extent of indexing within the work Cost Cost of purchasing the material For electronic resources User interface What the user sees on the device and the mechanisms for navigation Branding and customization Ability to be modified for user needs Provision of full text In serial databases, the availability of full text Accessibility Modes of access and accessibility for users with special needs Cost and licensing Acquisition, subscription, and maintenance costs