Unleashing your Power: Basic Training in Library Reference Services

1. Unleashing Your Power: Basic Training for Library Services Staff Library Reference Services Basic Skills - Best Practices MLA/DLA Joint State Conference 2016 Cathay Keough Statewide Coordinator, Delaware Library Reference Service Delaware Division of Libraries cathay.keough@lib.de.us
2. What we’ll cover… • Goals/Objectives – you will be able to list the basic elements for conducting a reference interview • The Profession; a quick overview – Ranganathan’s Five Rules of Library Science – What is this thing we call “reference?” • Basic Reference Skills – Elements for answering a question anywhere – Resources to get you started • Practice – Question-answering online using these skills
3. “Bad libraries build good collections, good libraries build services, great libraries build communities.” ― David Lankes
4. How many of you answer library patrons’ questions?
5. Have you been trained in the reference interview process in the last few years?
6. Traditional Reference Services (usually limited to degreed librarians) Modern Reference/Public Services (most library staff) All library services (aligning community library mission with profession)
7. 1. Libraries serve humanity. 2. Respect all forms by which knowledge is communicated. 3. Use technology intelligently to enhance service. 4. Protect free access to knowledge. 5. Honor the past and create the future. Ranganathan’s Laws of Library Science Modern Version modified by Crawford and Gorman, 1995 Crawford, W., & Gorman, M. Future libraries: dreams, madness & reality. Chicago and London, American Library Association, 1995.
8. “Reference Transactions are information consultations in which library staff recommend, interpret, evaluate, and/or use information resources to help others to meet particular information needs. Reference transactions do not include formal instruction or exchanges that provide assistance with locations, schedules, equipment, supplies, or policy statements. “Reference Work includes reference transactions and other activities that involve the creation, management, and assessment of information or research resources, tools, and services.” Reference and User Services Association (RUSA) Approved by RUSA Board of Directors, January 14, 2008 Submitted by subgroup of RSS Executive Committee Tool Number 1: Professional Oversight and Guidelines for Library Reference Services
9. “The face of Reference Services has changed significantly since the original RUSA Guidelines for Behavioral Performance were first published in 1996… “…the world of Reference was moving beyond the traditional Reference Desk.” Guidelines for Behavioral Performance of Reference and Information Service Providers (revised 2004) Reference and User Services Association http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral
10. “Do I have to talk to insane people?" "You're a librarian now. I'm afraid it's mandatory.” ― Jasper Fforde, The Woman Who Died a Lot Bill Barnes and Gene Ambaum. Unshelved. Overdue Media, LLC 2003
11. 1. No matter what format the service, our patrons deserve excellent help and expect a level of consistency in how we provide excellent customer service, in the formats and locations where they are reaching out to us. 2. Always provide options. Always. Two things to keep in mind:
12. Step one: The Greeting • Be approachable • Be welcoming, friendly and professional. Use personalization, it helps patrons know you are not a robot! • Let the patron set the tone (formal or informal) Tool Number 2: Elements for Question-Answering Bill Barnes and Gene Ambaum. Unshelved. Overdue Media, LLC 2003
13. Step two: Show Interest • In person: • Eye contact • Move away from behind the desk • Positive body language • Virtual and in person: • Use good listening/communication skills • Interact, don’t dominate “Librarians who demonstrate a high level of interest in the inquiries of their patrons will generate a higher level of satisfaction among users.” - RUSA guidelines Tool Number 2: Elements for Question-Answering
14. Step three: Listen/Inquire • Ask open-ended questions (“Can you tell me more about…?”) • Clarify (“What type of information do you need?” “What have you already found ?”) • Paraphrase This is the heart of the reference interview; a conversation. Be objective. You are a professional. Tool Number 2: Elements for Question-Answering
15. Step four: The Search • Print/physical materials, or online? • Use your “Resources Toolbox” • Give options when appropriate; no barriers to use. Tool Number 2: Elements for Question-Answering
16. Step five: Follow up/Conclusion • Ask patrons if their question has been completely answered. • Welcome them back if they have more questions. • Mention alternatives, like email, texting. • Be careful not to be in too much of a rush to end. Tool Number 2: Elements for Question-Answering
17. Resources toolbox 1. Directories and Guides for finding online information: a. RUSA’s best free emerging websites: http://www.ala.org/news/press-releases/2015/02/annual- list-best-free-reference-websites-selected-rusa-s-emerging (2015) b. Delaware: Ask a Librarian DE’s Resources: http://aalstaff.lib.de.us/resources/ c. Delaware: LibGuides (Subject Guides by Dewey): http://lib.de.us/subject-guides/ d. Maryland: SLRC Resource Guides: http://www.slrc.info/resources/guides/ e. Library of Congress List of online resources: http://www.loc.gov/rr/askalib/virtualref.html f. New York State Library list of Ready Reference Resources: http://www.nysl.nysed.gov/reference/readyref.htm g. Your library’s catalog and databases! 2. Commonly used directories in print a. Almanacs b. Dictionaries c. Encyclopedias d. History files, indexes e. Books in Print, A to Zoo, etc.
18. Resources toolbox 3. Community Resources: a. Delaware partners list: http://guides.lib.de.us/departners b. List of non-profits and businesses you may want to partner with (use RefUSA) c. List servs d. State Health agencies (such as Division of Health and Social Services) e. State Law/Legal resources: a. Delaware: http://courts.delaware.gov/help/ b. Maryland: http://www.peoples-law.org/ f. Universities and Community Colleges g. Etc. 4. Commonly used directories in print: a. Almanacs b. Dictionaries c. Encyclopedias d. History files, indexes e. Books in Print, A to Zoo f. Etc.
19. Resources toolbox 5. Subject Specialists: a. Library staff around you – find out about your co-workers’ expertise and hobbies b. Local historical societies c. Museum and Archives librarians d. Civic/Government and Legislative librarians e. Law librarians f. Universities and Community College librarians often have a specialty g. Job Center and Inspiration Space (Delaware) staff h. Your library association’s leaders and members i. Your library’s online “Ask” partners and providers j. Business / Corporate librarians k. Medical librarians l. Federal government-funded agencies’ librarians, such as through NASA
20. Practice! 1. Need one volunteer. Who has their cell phone and is comfortable with texting?
21. • Has to be short (140-150 characters) • Put “Test” in front of question. • Now, let’s watch! http://answers.delawarelibraries.org/home.php
22. Now it’s your turn to practice! Pair up: Person A = Librarian Person B = Patron
23. How would you handle these questions? 1. Hello, I don’t mean to bother you but…I’d like to find a book. 2. Do you have any information on dogs? 3. I’m wondering if you can help me. I’m feeling lost. 4. I’d like to travel; do you have any travel books? 5. Who said, “It’s like comparing apples to oranges?” 6. When is the next time to vote? 7. What’s the best resource for finding out about the weather? 8. Do you know where the nearest hospital is? 9. Can you help me find a good apartment? 10. How do you use a computer? 11. I need to find a job. Can you help me? 12. What’s your favorite color? 13. I need to interview a librarian for my school project. 14. Does the library have any good movies? 15. Does the library have anything on how babies are made? 16. My mother has Alzheimer’s – do you have anything to help? 17. How do I look up an album to see if you have the music?
24. Discussion How did it go?
25. reference
26. “A reference interview is a conversation between a librarian and a library user, usually at a reference desk, in which the librarian responds to the user's initial explanation of his or her information need by first attempting to clarify that need and then by directing the user to appropriate information resources.” Reference interview - Wikipedia, the free encyclopedia en.wikipedia.org/wiki/Reference_interview
27. Extended Bibliography 1. Reference Interview: a. The New Librarians Reference Interview (2014) YouTube: https://youtu.be/QrOdtu1UCu8 b. Reference Interview 101 on Slideshare (2011): http://www.slideshare.net/bcshipps/reference- interview-101 c. The Reference Interview: Guidelines for Behavioral Performance of Reference and Information Service Providers: http://gottesman.pressible.org/jhnsrbb/the-reference-interview-guidelines-for- behavioral-performance-of-reference-and-information-service-providers Gottesman Library/Teachers College, 2013. 2. The Profession: a. RUSA’s Definitions of Reference: http://www.ala.org/rusa/resources/guidelines/definitionsreference b. RUSA’s Virtual Reference Companion: http://www.ala.org/rusa/vrc
28. If you have any questions, please feel free to ask!

Notas do Editor

Welcome!
List the 6 basic elements for conducting a reference interview/conversation.
During my presentation, you can stop me, ask questions, make comments, share ideas, anything.
I also want to point out that no matter what your degree is, or even if you do not have a degree, you are interested in library work and many if not all of you here today are hired to work in a library. Those who hired you trust you and trust your judgment. If they put you on the physical and/or virtual reference desk, answering telephones, talking to customers, they trust you to model exemplary behavior that represents librarians and our profession everywhere. You know that patrons do not distinguish any difference between us online or in person – we all represent each other. We all represent librarians and help meet the needs of our communities..
So here’s my first question to you: Don’t define the types of questions – just raise your hand if you help patrons with any kind of question they ask.
Now, here’s my second question. Just so I know. Raise hands.
Today we’re going to focus mostly on the Reference/Public services work that most, if not all, of you do.
The overall influence on our work come from the profession as a whole. We’ll first take a quick look at some guidelines since this has shaped much of what we do when we interact with patrons and students, first in a broad view and then, more specifically relating to reference services.
So, let me first ask: Do you know your library’s mission statement, or statement of purpose? (interactive). A library’s mission is created in accordance to the community it serves as well as the profession, overall.
Let’s start with overall profession – that purple band we just looked at that made up “all library services”. Libraries have a rich history and many people involved in shaping the future of libraries while holding fast to its values. For example, here is a version of the five laws of library science, which was updated in 1995. Libraries were feeling challenged at this time – the popularity of bookstores, online access, affordable technology, -- it was rapidly changing all aspects of how we do business.
Question-answering like an experienced librarian does is like learning to paint. You are instructed to learn techniques and how to use the tools and supplies or resources. But what you bring to this is uniquely about you. So let’s go over the tools and then we’ll get to the resources.
Here is RUSA’s definitions – the Reference and User Services Association guides the reference services aspect of our profession.
Elements for question-answering come from RUSA’s guidelines. Let’s learn these next.
Mostly it’s just a wonderful world when you are helping patrons. There is the feeling of being in Wonderland, not only in working with your patrons but also with your colleagues!
There are two important things I’d like you to keep in mind while you learn the basic elements. First, provide excellent help and be consistent, no matter what format the patron is using to ask for assistance. What do I mean by “formats and locations”? (in a branch location, on the telephone, email, etc.)
Second, give the patron an option. No, “we can’t,” or “we never,” or “you can’t” is not an option. Think that there must be something you can offer, some glimmer of hope. There always seems to be a way, even if it seems lame to you. Because what you are doing is stretching your imagination and showing the patron you care enough to do that. Of course, learning about what the resources are opens up your options for helping patrons – we’ll get to that soon.
Always keep it positive. What can you do if you were asked something that you could not provide? For example, if the patron says she needs a book for research or school homework that is not available – not even in the catalog yet – what do you do?
How to do a reference interview: The steps.
Step One: The Greeting
Establish initial eye contact with patrons, and acknowledge the presence of patrons through smiling and attentive and welcoming body language.
Acknowledge patrons through the use of a friendly greeting to initiate conversation, and by standing up, moving forward, or moving closer to them.
Remain visible to patrons as much as possible.
Rove through the reference area offering assistance whenever possible. Librarians should make themselves available to patrons by offering assistance at their point-of-need rather than waiting for patrons to come to the reference desk.
To rove successfully, the librarian should:
Be mobile. Get the patrons started on the initial steps of their search, then move on to other patrons.
Address the patrons before addressing their computer screen. Patrons are more likely to confide in librarians and discuss their needs if they do not perceive the librarians as “policing” the area.
Approach patrons and offer assistance with lines such as, “Are you finding what you need?” “Can I help you with anything?” or “How is your search going?”
Check back on the patron’s progress after helping them start a search.
Yawning, looking away, glancing at your phone or watch, looking at the computer rather than at the patron, facing away, laughing about something private…not good!
Communicate in a receptive, cordial, and encouraging manner.
Use a tone of voice and/or written language appropriate to the nature of the transaction.
Allow the patrons to state fully their information need in their own words before responding.
Identify the goals or objectives of the user’s research, when appropriate.
Seek to clarify confusing terminology and avoid excessive jargon.
Rephrase the question or request and ask for confirmation to ensure that it is understood.
Use open-ended questioning techniques to encourage patrons to expand on the request or present additional information. Some examples of such questions include:
“Please tell me more about your topic.”
“What additional information can you give me?”
“How much information do you need?”
Use closed and/or clarifying questions to refine the search query. Some examples of clarifying questions are:
“What have you already found?”
“What type of information do you need (books, articles, etc.)?”
“Do you need current or historical information?”
Maintain objectivity and do not interject value judgments about subject matter or the nature of the question into the transaction.
Accompany the patrons in the search (at least in the initial stages of the search process). You have likely already formed an idea of where to go to help.
The resources toolbox – we’ll get to this shortly.
As mentioned before, options are essential and sometimes mentioning some ideas to the patron opens up new ways for the patron to use the library. An option can be a type of material or even another library staff who is a specialist in the subject. For example, let’s say the patron needed help getting started on exploring the idea of starting a new business and you have never helped on this before. You have colleagues who know a lot about this; in Delaware we have Inspiration Space (IS) staff. It’s not to send the patron there; it’s to enlist a team to help and you can learn from them, too. Stay involved, don’t pass them off.
Another way to overcome barriers: if the patron doesn’t have a library card, no ID with him and they needed materials or information what would you do to help them in the moment?
Ask patrons if their questions have been completely answered – Using the word “completely” has an effect. It helps give pause to the patron, to consider if this is so.
Encourage the patrons 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.”
Roving is an excellent technique for follow-up.
Make patrons aware of other appropriate reference services (email, etc.).
Make arrangements, when appropriate, with the patrons to research a question even after the reference transaction has been completed.
Refer the patrons to other sources or institutions when the query cannot be answered to the satisfaction of the patron.
Facilitate the process of referring patrons to another library or information agency through activities such as calling ahead, providing direction and instructions, and providing the library and the patrons with as much information as possible about the amount of information required, and sources already consulted.
Take care not to end the reference interview prematurely.
here are some basic resources to help you get started with commonly asked questions that patrons’ and students will ask, both online and in person.
I’m going to list some general ones here available through Delaware and Maryland libraries, but this is only a beginning.
Print – like ready reference (almanacs, dictionaries, encyclopedias,
Databases
LibGuides
Directories online, such as a list of community partners
Web resources
Subject specialists in person and online (Historical societies, NASA, Local, County, State, Federal Government for legal/law help)
There are some basic resources to help you get started with commonly asked questions that patrons’ and students will ask, both online and in person.
Databases
LibGuides
Web resources
There are some basic resources to help you get started with commonly asked questions that patrons’ and students will ask, both online and in person.
Databases
LibGuides
Web resources
Practice time. 1. I need a volunteer. Who texts? Move to one side. That person will work with me.
First, we’ll have a demonstration using texting. We’ll choose a question on the question sheet.

Then, we’ll get to the rest of the group to have another way to practice.
Only the one volunteer will text in a question! Let’s watch and see how this works. The number is: 1-302-613-7477
Now for the rest of the group: Pair up – A, B, A, B (etc.). Person A is librarian. Person B is Patron. The next slide will have the questions. We’ll choose a question from the sample questions.
Give my volunteer one of the questions. Based upon the line up, assign these questions. Pretend you are in a library or online using chat.
Remind them that we’ll regroup in five minutes, to watch the text question. Then to have any volunteers role play this out in front of us. (or at least, to have a discussion)
Any volunteers willing to show and tell us how it went for them? Role play this out in front of us?
If not, let’s discuss – how did it go? Did the librarian make you feel welcome, was she engaged?
Did the patron participate in the journey to find the necessary information; was he/she cooperative?
Conclusion
So, in short, using these methods for effectively helping patrons find what it is they are looking for helps them gain clarity about what they are seeking and, in the best of all scenarios, it helps them learn how to find and use information, too. It’s truly a win-win situation for all as we journey together to create opportunities for transformational moments in people’s lives.
I’ll end here with a review of ‘what is reference?’
Remember that the reference interview is really a conversation, and in this way, it builds lasting and important relationships between the librarian and the patron.
Thank you, and if you have any questions, please feel free to ask!

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