Don't panic
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Presentation created for the 2015 Southwest and Central/Southeast OLC Chapter Conferences
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Don't panic
- 1. A REFERENCE REVIEW FOR PUBLIC SERVICE STAFF
- 2. WHO ARE WE? JEN DOWNING JDOWNING@UALIBRARY.ORG LEA CARRIGAN LCARRIGAN@FCDLIRARY.ORG
- 3. TODAY WE’LL COVER • SEARCH STRATEGIES • THE REFERENCE INTERVIEW • THE APEX METHOD • ETHICS • INFORMATION LITERACY
- 4. SEARCH STRATEGIES STARTING YOUR SEARCH
- 13. SEARCH STRATEGIES WHY REINVENT THE WHEEL?
- 15. BUT LET’S NOT GET AHEAD OF OURSELVES. ARE YOU SEARCHING FOR WHAT YOUR PATRON REALLY WANTS?
- 17. Ancient Ruins REFERENCE GONE WRONG
- 18. Ancient Ruins REFERENCE GONE WRONG Ancient Runes
- 19. REFERENCE GONE WRONG Training Boxers
- 20. REFERENCE GONE WRONG Training Boxers Training Boxers
- 22. REFERENCE GONE WRONG The Great Depression
- 27. THE REFERENCE INTERVIEW 1. BE APPROACHABLE
- 28. THE REFERENCE INTERVIEW 2. SHOW INTEREST
- 29. THE REFERENCE INTERVIEW 3. LISTEN
- 30. THE REFERENCE INTERVIEW 4. ASK QUESTIONS
- 31. THE REFERENCE INTERVIEW 5. CONDUCT THE SEARCH
- 32. THE REFERENCE INTERVIEW 6. FOLLOW UP
- 33. THE REFERENCE INTERVIEW 1. BE APPROACHABLE 2. SHOW INTEREST 3. LISTEN 4. ASK QUESTIONS 5. CONDUCT THE SEARCH 6. FOLLOW UP
- 34. THE REFERENCE INTERVIEW 1. BE APPROACHABLE 2. SHOW INTEREST 3. LISTEN 4. ASK QUESTIONS 5. CONDUCT THE SEARCH 6. FOLLOW UP (REPEAT AS NECESSARY!)
- 36. BUT SOMETIMES YOU DON’T EVEN KNOW WHERE TO START.
- 38. WE DON’T SAY: “I’M SORRY, BUT I DIDN’T TAKE ANY ART CLASSES IN COLLEGE. I WOULDN’T KNOW WHERE TO START TO HELP YOU FIND INFORMATION ON VAN GOGH.”
- 39. WE DON’T SAY: “OH, I’M MUCH TOO YOUNG TO KNOW ANYTHING ABOUT HISTORY. MAYBE YOU CAN GO ASK THAT OLDER LIBRARIAN OVER THERE.”
- 40. WE DON’T SAY: “OH! YOU READ THAT TRASH?! I CAN’T HELP YOU WITH THAT!”
- 43. © Bill Meltzer A E X quanimity robe e plore
- 45. I DON’T KNOW EVERYTHING
- 46. I DON’T KNOW EVERYTHING BUT THAT’S OKAY, I CAN FIND OUT.
- 55. I’VE ANSWERED THAT SAME QUESTION 300 TIMES TODAY!!!
- 56. YOU WANT TO KNOW WHAT?!?
- 59. © Bill Meltzer Xe plore
- 63. “HOW DO YOU PRONOUNCE STARRETT?”
- 65. “WHERE ARE THE BOOKS WITH PRAYERS TO COUNTERACT THE EVIL SPELLS PEOPLE ARE CASTING ON ME?”
- 68. I NEED A QUOTE FROM THE INVENTOR OF THE CAR.
- 71. “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.”
- 72. © Bill Meltzer Xe plore eXpect
- 73. © Bill Meltzer A E X quanimity robe e plore
- 74. ETHICS MEDICAL, LEGAL, AND BUSINESS
- 75. ETHICS MEDICAL, LEGAL, AND BUSINESS
- 76. ETHICS • PRIVACY AND CONFIDENTIALITY • PROFESSIONAL COMPETENCE • INTELLECTUAL FREEDOM • EQUITABLE SERVICES AND ACCESS • INTELLECTUAL PROPERTY
- 77. INFORMATION LITERACY EVALUATING SOURCES Who produced the source? What is the purpose? Who is the intended audience? Is the information accurate? Is the information objective? Is the information current?
- 82. JEN – JDOWNING@UALIBRARY.ORG LEA - LCARRIGAN@FCDLIBRARY.ORG
Notas do Editor
- Outreach Librarian, Upper Arlington Public Library Assistant Coordinator of OLC Reference and Information Services Division Readers Advisory, Information Literacy & Reference Bookseller, Teen Librarian, Adult Services Librarian
- This morning. It’s a lot to cover, but we’ll have fun.
- There are many different web browsers and search engines to choose from. Find what you like best and what works best for you!
- Don’t know where to start? Think of synonyms OR start by using a keyword search and typing the exact words the patron is looking for.
- Identify the important concepts of your search. Choose the keywords that describe these concepts. Determine whether there are synonyms, related terms, or other variations of the keywords that should be included. Determine which search features may apply, including truncation, proximity operators, Boolean operators, expression search, and so forth. Choose a relevant database, library catalog, etc. Read the search instructions on the database's home page. Look for sections entitled "Help," "Advanced Search," "Frequently Asked Questions," and so forth. Create a search expression, using syntax, which is appropriate for the search tool. Evaluate the results. How many hits were returned? Were the results relevant to your query? Modify your search if needed. Go back to steps 2-4 and revise your query accordingly. Try the same search in a different database, following steps 5-9 above.
- Honey AND Badger = Results with both honey and badger (aka honeybadger) Honeybadger NOT Badger = only Honey Honey OR Badger = Results with Honey, Badger and Honeybadger (largest amount of results)
- Pearl growing is a metaphor taken from the process of small bits of sand growing to make a beautiful pearl. Pearl Growing is in this context the process of using one information item (like a subject heading or citation) to find more information. This search strategy is most successfully employed at the beginning of the research process as the searcher uncovers new pearls about his or her topic.
- Can show possibilities you never knew were available!
- Advanced search allows for limiting options.
- Other search terms? Referrals? Google books – Scottish heraldry Free scholarly journal access on sites like
- Think outside the box!
- Before you use all of your awesome searching powers, make sure you are looking for what the patron actually wants!
- Okay, so we’ve all had those moments where we THINK we understand what the patron wants, but we forget to verify that with the patron.
- When I was a baby librarian at Main I had someone ask me about ancient ruins. I did the reference interview and found out what part of the world he was interested in, sent him up to the history books on the upstairs floor, and called up to let them know he was coming. I was proud of myself. Until he came back down and said "RUNES. Ancient RUNES". Which were in my department.
- When I was a baby librarian at Main I had someone ask me about ancient ruins. I did the reference interview and found out what part of the world he was interested in, sent him up to the history books on the upstairs floor, and called up to let them know he was coming. I was proud of myself. Until he came back down and said "RUNES. Ancient RUNES". Which were in my department.
- Training boxers (prize fighters)?
- OR training boxers (dogs)?
- Teen asking about depression
- Or a teen wanting information on the Great Depression for a school project.
- Look up from the desk. Greet people. Smile.
- Maintain good eye contact. Give patron your full attention. Treat all questions as important EQUANAMITY – well talk about this more later.
- Don’t interrupt. Take notes or repeat back key elements. Nod.
- Open ended. Gather all information before starting your search. Who, what, where, when, why, how Examples: Can you tell me more about particle physics? What kind of information on woodworking do you need? Is there a particular aspect of zoology that you’re interested in? How much information do you need? How will you be using this information?
- Be sure to involve the patron. Explain what you are doing. Check in as you find items. Take the patron to the items. (GET UP!!)
- Ask if you have fully answered the question. Let the patron know how best to follow up. ENCOURAGE IT!
- Pretty straightforward stuff. But there is a magical 7th step…
- Pretty straightforward stuff. But there is a magical 7th step…
- All of this was from OLC’s ORE on the Web tutorial. While it is a little dated, the information it contains is priceless!
- And now for something completely different…
- The Firebird by Susanna Kearsley is the 2014 RITA Awards winner for Paranormal Romance. Genre fiction, comic books. Don’t judge!
- Developed by two of my RISD colleagues for an OLC Chapter conference presentation last year. I thought about the steps one needs to take when confronted by a reference question and having NO CLUE what it is about. I believe it is a useful way to structure our ideas about handling tough reference questions.
- APEX stands for...
- Say it with me!
- See? Keep an open mind.
- Has parallels to the Conscious Competence Model: 'unconscious incompetence' or just being oblivious to the fact that you don’t know something 'conscious incompetence' means you finally realize you don’t something 'conscious competence' means you’ve learned something but it really hasn’t become ingrained or second-nature yet. 'unconscious competence' means you just “know” something. You might not even remember how you learned it. You just know it and do it. It can be hard to admit to ourselves that we don’t know something. Think how much harder it is for a PATRON to admit to a librarian… a stranger... that he or she doesn’t know something.
- Step 1 – Admit your ignorance.
- Step 2 – Probe You’ve admitted to yourself that you’re not going to just “KNOW” the answer to the patron’s question. And even if you do, you need to back it up with a source (Right?)
- I know what you’re thinking. Let’s just take a moment and talk about this, okay.
- Nope. Not that kind of probing, people.
- Remember what can happen when we assume we understand what our patron wants? Cesear/scissors example.
- Your examples?
- The NEXT Step in the APEX model is Equanimity: And the primary phrase to remember here is: Keep it!
- - We all get frustrated by patron requests, whether in-person or online. You might think “How many times can I … [you fill in the blank for the repeating question you dislike the most]” It can be a long day if all you get are similar questions from students about the same assignment. Or everyone that comes in seems to be asking for the same automotive repair manual. Or wants to know the price of that nickel they found in their grandfather’s closet. Or the price of their trade-in from the Kelley Blue Book. Or… you get the idea. You use the SAME sources OVER and OVER and OVER again. There’s also the need for librarians to get a question they can really sink their teeth into. We can get frustrated if the only thing we’re doing all day long is answering quick ready-reference that we’ve done three hundred times before… How many of you fight over a juicy, in-depth reference question when it comes into the desk?
- Loss of equanimity can also manifest itself in other ways, maybe a little more passive aggressive.
- Time – don’t let patrons waste it! Politics/Religion/Personal Life NO NO NO
- My “Where is the man that works here?” story. What are some ways you’ve found to keep patrons on task? Would anyone like to share when they kept it together during a reference transaction when the odds were against them?
- 4th – Explore. We discussed some search strategies earlier, but I thought I’d use this time to expand upon some of those.
- As we all know, effective searching is the bread-and-butter of our profession as reference librarians. The key word here is *effective*. This is where our abilities, skills, and training come into play. The main reason we need to be effective searchers is nicely put by The RUSA Guidelines state it succinctly “patrons may become discouraged”. A discouraged patron is one that’s not going to come back. A discouraged patron is one that’s going to tell his or her friends, “Yeah, that librarian couldn’t find anything.” Again, we may not know everything, but we should sure know how to do an effective search in whatever source is thrown up before us. If we’re not familiar with it, we should be able (after a moment or so of “playing around”) figure out how best to access the information contained in it. Books usually have an index in the front or back. Though how many times have you forgotten that the index in Statistical Abstract of the United States refers to table, not page, numbers? Databases and other digital resources may have both simpler and more complicated means of searching, but that very complexity can yield more finely-grained searching. This is, of course, the bedrock of reference: KNOW YOUR SOURCES!
- The most important aspect in the Explore phase is DON’T BE A DEAD END Even if you exhaust your resources, there’s usually a chance to follow up with the patron by phone or email. Even during a virtual reference session, we encourage librarians to offer a followup by email if they need to buy themselves some time. One of your colleagues may know something. Don encourages KnowItNow24x7 librarians to send out a broadcast message to pick the brains of their colleagues. And you can sometimes see messages over the OPLIN listserv asking for help on a challenging problem. If your library can’t provide assistance, maybe you need to refer the patron to a different institution. In that case, ALWAYS provide contact information or call the other institution yourself while the patron is there to provide correct procedures and contact names BEFORE the patron has to take the matter into their hands. NOT being a DEAD END is what that REFER in REFERENCE is all about. We REFER people to sources of information. Whether that means handing them over across the desk, providing a link during a virtual session, or providing contacting information to keep the transaction going...
- You may need to THINK OUTSIDE THE BOX. Not just the SEARCH BOX, but your normal, routine ways of thinking about things. One strategy I have found effective is to search for an agency or institution of some sort that focuses on the matter at hand, then search or browse its website, or even suggest the patron contact them directly. My assumption is that such an entity would be conscientious about what it puts online. So, if you have a question about Albert Einstein consider the Einstein Archive. on Ambrose Bierce, The Ambrose Bierce Project. For Global Health Issues, The World Health Organization. And so on...
- BILL - There are some questions that are just eccentric or extraordinary enough to require out-of-the box thinking. At first glance, this might appear to fall under our E phrase of APEX with keeping your equanimity or be perhaps it could be a candidate for Relentless Reference. However, the patron was serious. And, she told me, she wanted specifically Christian prayers. My first thought was “I don’t have a prayer of helping her find this!”
- But I took the patron to the shelf and selected several books of Christian prayers. I checked the indexes for protection from harm, and offered them in sequence to the patron.
- I finally found these. Lo and behold, the patron was satisfied, though she was a bit sad they didn’t address evil spells precisely. I consider that good public service! Let’s look at another example...
- DON - This question was a bit of a puzzler. It ended up that the person wanted a quote from Karl Benz. So, where to find a quote?? After some dead-ends and quick Internet searches, here’s what I did:
- DON - When you don’t know where to turn, try turning to Wikipedia. I first went to the English Wikipedia page for Karl Benz...then...
- DON - went directly to the German Wikipedia where there was a link to Benz’s autobiography: Lebensfahrt eines deutschen Erfinders. Clicked there...
- DON - There was the full-text in German. Picked out some possible lines, told the patron how to use Google Translate (or any other translation application) and the patron could then use the original German as well as a “fairly” accurate translation of a quote from Carl Benz. Bill has a final example here.
- In addition to EXPLORE during the X phase of APEX also eXpect that you may have to ask for help sometimes. It can be quite eXpedient! This goes back to our original step of ADMIT. We have to Admit when we’re in over our heads and then Admit that we might have to ask for help…….