Introduction to Reference and Information Services

Some people out there believe that librarians are no longer needed because everything is on the internet. My response is "don't confuse your google search to my reference and information services skills." I agree that technology has evolved dramatically and that almost anything you need can be found on the web. However, we need trained individuals (librarians) to guide us in the right direction. Our mission as librarians is to assist individual users with our reference services. The one-to-one interaction we have with our patrons, whether is in person or virtually, cannot be replaced with a google search. As communication methods have change over the years, librarians have learned to adapt to these changes and still offer quality services to their patrons. You don't necessary need to walk into a library to get assistance, librarians can also be reached by telephone, email, on-line chat, instant messaging, and even social media such as Twitter and Facebook.

Ethics

Have you heard of The American Library Association Code of Ethics? Well, what this means is that librarians need to provide all users with information that is unbiased and accurate while doing it so in a courteous way. We cannot put personal convictions or beliefs ahead of your interest. We uphold the principle of intellectual freedom and we do not censor library material that is available. We also respect your privacy by keeping the resource that you acquire confidential. Why is this important? Because you might not get those same benefits from a website. Your information could be misused or you might not get accurate information if the publisher is biased on a specific topic.

Kinds of Information Service

The way a librarian meets the needs of a patron in response to a question, an assignment, or problem while building a positive relationship is a process known as information service. One type of Information service pertains to answering reference questions. The three types of reference questions that librarians encounter are:

1. Ready reference questions- These can be answered using a general source. However, don't expect the librarian to just give you the answer, we are there to provide information and guidance.

2. Research questions- These questions are more complex and will require multiple sources of information. Librarians will be able to guide you on how to use databases, reference sources and bibliographic sources. Our goal is that you leave with enough information and knowledge to complete your research.

3. Bibliographic verification- Sometimes you might need help in verifying and citing your sources correctly. A librarian can help you obtain the information you need through fact checking.

Another type of information service available to patrons is known as Reader's advisory service. For this service librarians try to put the right resources into the right reader. A question as simple as "can you help me find an interesting book?" requires the expertise of a librarian who is familiar with the collection and knows which questions to ask the patron in order to point him/her in the right path.

We also have another type of information service referred to as information literacy or user instructions. Our focus here is to show users how to use the online catalog, how to retrieve electronic reference sources, how to access print materials. At times librarians might even offer classroom setting library instruction courses to their patrons.

Selecting and Evaluating Print and Electronic Sources

In order for librarians to provide top quality resources and information to their patrons they must constantly select and evaluate resources. This keeps the collection fresh and the librarian informed of the sources available. Librarians must make sure that the sources added to the reference section are in fact reference materials. Reference sources are meant to be use to look up specific information without  having to read the whole thing. Adding random sources the reference section just to make it look like you have abundant resources will actually make it more difficult to provide patrons with an adequate service.

Creating Finding Tools and Websites

What better way to help our patrons than by creating user friendly tools and websites. Librarians get to interact everyday with their patrons, therefore giving them the advantage of creating websites with the tools they need. The websites that librarians create are at times more thoughtful and easier to use. These websites allow patrons to use resources 24/7.

Promotion and Marketing

Promoting and marketing our resources at the library is essential. In order for individuals to understand just how indispensable we are they need to see it and hear it. If we keep the community informed through the use of newsletters or websites of all the wonderful resources we have and the types of services that we provide we have a higher chance of  having our services requested.

Evaluating Staff and Services

Not only do libraries evaluate resources but also their staff and services. Providing quality service to our patrons is our top priority. Librarians are evaluated on their performance and how they handle situations presented by their patrons. Just like in any profession you are going to have some individuals who go beyond their responsibilities and those who will do the minimum. Approachability, interest, listening, searching and follow up are factors used when evaluation the effectiveness of a librarian's services.

The Changing Nature of Reference

As times are changing so has the ways we provide reference services. Today patrons are not limited to a library inside four walls but to an abundant amount of resources without barriers. The difference is in the way we interact and offer a better experience to our patrons. Librarians are individuals who have adapted to all the new technology out there and have found ways to reach individuals in different ways.

Determining the Question: In-Person, Telephone, and Virtual Reference Interviews

Being able to do a reference interview requires skill and practice. The librarian must be able to communicate effectively and understand the needs of the patron. There are three phases that encompass the structure of a reference interview: creating contact with the user, identifying the user's need, and making sure that the answer provided is actually what is needed.

Why Do the Reference Interview?

The reason we do a reference interview is to provide the user with the proper information in a quick manner and without delay. We are also seeking clarification to be able to provide accurate information.

What We Know about the Reference Interview

Through time different authors have given their input of reference interactions. In 1968, Robert Taylor explored the point of view of questions negotiation. In 1972, Mary Jane Swope and Jeffery Katzer focused on why people don't ask for assistance and found that they had a previous dissatisfying experience. In 1986, Brenda Dervin and Patricia Dewdney proposed the neutral question model. In 1997, Elaine and Edward Jennerich describe it as a creative and performing art. Recently Wang and Frank believed that language and cultural communication barriers affected the reference interview performed by a librarian.

Conducting the Reference Interview

The reference interview has different components. There is a total of six steps that must be following to conduct a successful reference interview.

1. Establishing rapport with the user. Librarians must be able to present themselves as approachable.

2. Negotiating the question. Determine the user's need by seeking clarification.

3. Developing a successful search strategy and communicating it to the user. Provide the user with a plan and explain the process of locating the resources.

4. Locating the information and evaluating it. Make sure sources are of high quality.

5. Ensuring that the question is fully answered -the follow-up. Let the patron know that if more questions arise they can always come back.

6. Closing the interview. End the interview in a courteous manner once all information has been provided.

Problematic Strategies in the Reference Interview

The Imposed Query

There are times when the patron is not able to clarify the question or comes into the library with a vague understanding of what they are looking for making it very difficult for the librarian to provide the proper help.

The Communications Trap

Sometimes due to patron's pronunciation the librarian might misunderstand the question. When this happens the librarian needs to ask the patron to rephrase the question or ask follow-up questions.

Behaviors to Avoid

-Never leave the user alone for a long period of time.

-Never end the interview on a negative note.

-Never suggest that they should have done more research before coming to you.

-Never suggest that a search is too difficult and you can't help them.

-Never convince the user to just forget about their question.

-Never leave your desk unattended.

The Telephone Interview

A telephone interview is just as important as a face-to-face interview. The librarian does get immediate feedback from the user making the interview easier. Librarians need to develop a pleasant voice and sound attentive to the user's needs. The librarian must also rephrase the questions to seek clarification and ask open ended questions. At the end of the telephone interview the librarian must encouraged the user to call back in case more help is needed.

Answering Questions Virtually

Virtual reference questions should be approached in the same way as face-to-face interviews. Many users rely heavily on e-mail, chat reference, IM and text messaging to request the help they need. Just like with the other methods, the librarian must collect enough information from the user, ask follow-up question, and get a response from the user. Although this process might take longer due to the variation in response time we must still provide quality service. Greeting the user by name and acknowledging the receipt of their question is a great start.

RUSA Guidelines- An Integrated Approach

The following are the most recent guidelines approved by RUSA for the reference interview:

-Approachability

-Interest

-Listening/inquiring

-Searching

-Follow-up

For the first time virtual references have been included in these guidelines.

Cultural Differences

Understanding and respecting cultural differences is an essential part of our job. Always speak slowly and clearly. Be observant of personal space and body language. Ask user to write the question down if you can't understand them. Provide handouts of instructions for services. Above all treat all people with dignity and respect.

Improving Our Skills

Like the saying goes "practice makes perfect," this can be applied to reference interviews. It will take time and practice to become really proficient at conducting a good reference interview. Always work towards improving your skills by: practicing being approachable, practicing your listening skills, practice posing questions and how you would answer them, practice follow-up questions, and always stay on top of the latest reference sources available.

Finding the Answer: Basic Search Techniques

The reference interview is much more than just conversing with patrons, it has a definite purpose. After the reference interview comes the reference answer. This is just as challenging as asking the right questions.

Tools of the Answering Trade

Just how the reference interview has a process, answering skills can also be developed and refined. There are three steps that librarians can follow to avoid random searches.

Step 1: Categorize the Answer

Several things to consider are whether the answer is time-consuming or quick, is the answer simple or complex, will you using more than one source, and is it user appropriate.

Step 2: Visualize How the Final Answer Will Appear

Think of how you will present your sources, whether it be print, internet material, databases, etc.

Step 3: Test the Waters to Check If the Answer Is Proceeding in the Right Direction

Use creative browsing subcategorizing and overviews to make sure the answer is headed in the right direction.

Types of Answers

Value-Added Answers

We must do more that just provide resources. A value-added answer has material organized, prioritized resources, and continues to look for potential research.

Skilled Answers

Not as detailed as a value-added answer, yet still provides adequate purpose to the user. Only the best sources are used for this type of answer.

Elementary Answers

There will be times when the needed resources are not available. At this time collaboration with other institutions becomes an option.

Common Pitfalls in Reference Answering

Wrong Information

At times the pressure might lead us into giving a quick answer, but don't do it! Sometimes giving the wrong information can be dangerous. Make time to do a more reliable search.

Inappropriate Information

Giving the user inappropriate information may lead to a waste of time. It could be just as bad as giving wrong information.

Avoidance

Avoiding questions that we can't answer is very unprofessional. Instead create a referral system that you can use when these situation arise.

Poor Knowledge of Resources

Always familiarize yourself with the reference collection to avoid making mistakes due to lack of knowledge.

Lack of Follow-Up

Most librarians make the mistake of not following up with their reference interview. It is recommended to follow-up with users to make sure they don't require any additional help.

Inadequate Search Skills

Feeling inadequate to answer a question can sometimes prevent librarians from helping users. Reference librarians become better with practice, so the only way to better ourselves is by trying our best. We can practice our reference skills with the library catalog, databases and the internet.

The Library Catalog

Should be our first source of reference to find what resources we have available to our patrons.

Electronic Databases

Databases contain more information that we could ever possibly find inside a library. Knowing how to access a database can be very useful in providing valuable information. There are six steps that will help make the most of your use of electronic databases.

Step 1. Involves identifying the research topic.

Step 2. Requires identifying the appropriate database.

Step 3. Encourages becoming familiar with the search screen and search functions.

Step 4. Urges a search that uses subject headings or/and refines keywords.

Step 5. Evaluate the results.

Step 6. Pulls together the search results into an organized whole.

Raison d'etre: Finding the Answers

Our main goal as reference librarians is to provide answers. We put our skills in collection development and reference interviewing to use when we effectively help a user. It is rewarding to see that we are still an integral part of the reference and information services.

Reference:

Cassell, K. and Hiremath, U. (2013). Reference and information services: an introduction. New York, NY: Neal-Schuman Publishers, Inc.