Overview of Reference PDF

Overview of Reference Prepared by: PROF. JANELLE T. BUCO, MLIS Agenda  12345 Overview History Library User Survey And Reference librarian Reference Service User Needs 2 Reference 1 2023 H...

Overview of Reference Prepared by: PROF. JANELLE T. BUCO, MLIS Agenda  12345 Overview History Library User Survey And Reference librarian Reference Service User Needs 2 Reference 1 2023 HISTORY OF REFERENCE WORK 1871 - Justin Winsor- In a sixty-page brochure published by the American Society of Science, suggested the founding of free libraries and their information, and the use  of reference occurred once. 1876 - Samuel Swett Green- “Father of Reference Work”, identified four components of reference service: 1. Instruct the reader in the ways of the library 2. Assist readers in solving inquiries 3. Aids the reader in the selection of good works 4. Promote the library within the community 3 Presentation title 2023 HISTORY OF REFERENCE WORK 1884 – Melvil Dewey- using the "reference library" two years before writing and organizing the Dewey Decimal Classification scheme.  1910 – John Cotton Dana- He believed that the librarian’s prime duty was not to answer questions but to instruct the inquirer in the use of materials by which he can secure the answer himself. (Not all information should be given; instead, the librarian should be the guide of the inquirer) He became a librarian for 4 decades at a Public library. Notable for his innovations in offering & promoting Library services. William Warner Bishop- Believed in service rendered librarians in aid of some sort of study." Librarians should provide service and assist their users in quest of knowledge.” After some time, the term "reference" & "reference service' cropped up in the profession,' publications & indexes. 4 Reference 1 2023 Pioneers of Reference Work Alice Bertha Kroeger (1902 and 1906) - Assistance to readers in the use of resources to expanding the responsibility of the reference librarian to include readers’ guidance in the use of the library and its resources William Learned (1924) - “intelligence service” focusing on the specific need of a library user James I. Wyer (1930) - The reference librarian doing more than just giving direction and acting as link to reference sources - Reference transaction : inquirer, reference librarian, information source 5 Reference 1 2023 Pioneers of Reference Work Gilbert Mudge and Louis Shores (1930s) - Selection, arrangement, maintenance, and staff supervision - “answering individual questions” - “interpret books to readers” - Duties of a reference librarian: answering questions, locating materials performing search, providing instructions, reader’s adviser Ranganathan, S. R. (1940) - “Process of establishing contact between a reader and his documents in a personal manner” - It is important that materials are classified and maintained - Ongoing professional development for reference librarians 6 Reference 1 2023 Pioneers of Reference Work  William (Bill) A. Katz - former professor at the School of Information Science and Policy (SISP), State University of New York at Albany, and an internationally known expert and teacher of reference work in libraries - authored two-volume Introduction to Reference Work - edited Library Journal's Magazines column and RQ, the journal of the Reference and Adult Services Division of the American Library Association ALA Reference and User Services Association (RUSA) - “information services in libraries take a variety of forms including direct personal assistance, directories, signs, exchange of information culled from a reference source, reader’s advisory service, dissemination of information in anticipation of user needs or interests, and access to electronic information.” 7 Reference 1 2023  Reference is the act of referring/ consulting that phase of library work that is directly concerned with assistance to readers in securing information and in using the resources of a library for study and research. 8  Reference Book a book designed by its arrangement and treatments to be consulted definite items of information rather than read consecutively. Example materials are the General Reference. (Encyclopedia, atlas, almanac, bibliographies, etc.)- contain information in all disciplines. 9 Reference Service the personal assistance given by the libraries to individual readers in pursuit of information. The role is to make information available to library customers by delivering service. Whatever librarians do; otherwise known reference and information service or reader service. 10  Reference Work refers to the phase of library work that is directly concerned with assistance to readers in securing information and in using the resources of the library in study and research (ALA, 1943)  11 Reference Process Communication process between the librarian and the person posing the question  12 Reference Transaction The librarian recommends, interprets, evaluates and uses information resources to help others to meet particular information needs 13 Reference Question any request for information or aid that requires the use of any or more sources to determine the answer or which utilizes the professional judgment of the librarian. 14 Reference Question 1. Directional 2. Ready Reference 3. Specific Search 4. Research 15 Reference Librarian the man, who is compelled to be all things to men, who counting and no one trivial spends his days opening up to the miscellaneous public the stores of the libraries material” (W.W. Bishop). 16 Qualities of Reference Librarian 6. Humor 1. Service 7. Good orientation 2. Patience 3. Persistence 4. Sensitivity 5. Flexibility  Judgment 8. Confidence Knowledge 9. REFERENCE  SERVICE Why is it Important? Libraries have various information for everyone in the community but work especially hard to meet individual needs. Libraries strive to provide equal, objective service for all patrons.  Libraries promote the value of information for problem-solving in everyday life or for entertainment and enlightenment. 19 Reference 1 2023 Types Reference Services INFORMATION GUIDANCE INSTRUCTION Answering ready reference Bibliographic verification ILL Information and Referral questions & DDS Service Answering Research Questions Fee-based and Info Reader’s Advisory Services One-to One Instruction brokering Current Awareness Service SDI Bibliotherapy Group Instruction Database searches Term Paper Counseling 20 Reference 1 2023 VIRTUAL REFERENCE SERVICES  VIDEOCONFERENCING CHAT TEXT MESSAGING EMAIL 21 Reference 1 2023 (or digital reference) is a service provided by the library reference which is conducted online, and the reference transaction is a computer-mediated communication ”remote, computer-mediated delivery of reference information provided by library professionals to users who cannot access or do not want face-to-face communication” 22 Reference 1 2023 VIRTUAL REFERENCE SERVICES  23 Reference 1 2023 Forms of Digital Reference Service 1. Webforms - are created for digital reference services in order to help the patron be more productive in asking their question 2. Chat using commercial applications 3. Instant messaging (IM) – Ask-A-Librarian 24 Reference 1 2023  Forms of Digital Reference Service 1. Webforms - are created for digital reference services in  order to help the patron be more productive in asking their question 2. Chat using commercial applications 3. Instant messaging (IM) – Ask-A-Librarian 25 Reference 1 2023 26 Presentation title 20XX Use of SNS in Libraries 27 Reference 1 20XX  Customer Service Rules The customer is NOT always right, but we must never forget: The customer is always the customer. Provide the only two things the customer wants: Solution to problems and Good feelings. The customer’s definition of service is the only one that matters. 28 Reference 1 2023 Customer Service Rules Go Seek the unsatisfied customer beyond customers satisfactions Always do it better, faster, cheaper and differently Effective customer service is provided by staff who are: approachable, alert, listening, well, patient, knowledgeable and polite. 29 Reference 1 2023  Levels of Reference Services JAMES WYER LIBERAL CONSERVATIVE MODERATE assists at all cost, will follow "may I help you." involves the least effort you wherever you go of providing reference Even the librarian search service Librarian approaches users, while the user waits (MIDDLE) 31 Reference 1 2023 James Wyer = Samuel  Rothstein1. Conservative = Minimum 2. Liberal = Maximum 3. Moderate = Middling 32 Reference 1 2023 Models of Reference Service  Aka “Brandeis Remote Method” Users Reference Desk Roving Reference Reference Tiered by Reference Service to Appointment Service Role of Reference Services 1. Finding information to answer specific questions 2. Helping customers find information for themselves.  3. Teaching people how to use library resources and how to do library research 34 Presentation title 2023 Steps in Conducting the Reference Interview (Cassell and Hiremath) Establishing Rapport with the user Negotiating the question Developing a Strategy and Communicating it to the User Locating the information and Evaluating it Ensuring that the Question is Fully answered (the follow-up) Closing the Interview  Opening the Interview Approachability, Interest, Listening/Inquiring Question Negotiation Open Questions, Closed Questions, Neutral Questioning, Reference Asking why, Encouragers Searching Interaction Don’t search without interviewing No to negative closure Process Presentation of Answers Follow-Up Closing