1. & REFERENCE SERVICES Information Seeking
Laura Jakubowski & Lauren Shopp
LIS 204 –St. John’s University

2. Information Seeking
When an individual needs information, three
things take place:
Information need – recognizing that what you know is inadequate
to answer the problem at hand
Information seeking – the process by which you find knowledge to
address the problem at hand
Information behavior – how you go about seeking information to
address the problem at hand

3. Information Seeking & PLE
When thinking about information needs, seeking, and behaviors, keep
in mind that most people operate under Zipf’s Principle of Least
Effort (PLE):
When performing tasks, people will use a method that requires the least
•
effort.
To do so, people often return to previous, surefire methods in order to
•
accomplish tasks as quickly as possible. In information-seeking, this leads
to people returning to the same sources for answers.
People tend not to go to the library for information because it is seen as a
•
place requiring effort.

4. Information Seeking & PLE
As a result of PLE:
We can fail to seek out objective information. Instead,
•
we go to friends, family, coworkers, etc. We rarely use
formal sources.
Due to an overwhelming amount of information, “having
•
information” is not the same as “being informed.” The
problem lies not in acquiring data but interpreting it.
When there is this much information available,
•
information seeking is never-ending!

5. Reference
Services

6. Reference Service
Definition: Personal assistance provided by

members of the reference staff to library users
in pursuit of information; a PERSONAL and
INTERACTIVE service
Note: Service to users, AKA Reference

Service, is considered to be one of the three
functions libraries have…

7. Four Objectives of Reference Service
INSTRUCTION
past: teaching those who never used a library
before how to use a library
present: teaching library users new tools,
resources, and technologies that exist in
today’s society

8. Four Objectives of Reference
Services
QUESTION-ANSWERING
past: users came in with specific questions and
librarians helped them find the answer
present: librarians answer questions that are
much broader and inexact

9. Four Objectives of Reference Services
READERS’ ADVISORY
past: guiding users to “good” works considered
to be morally and spiritually uplifting
present: recommending specific resources that
best fit the users’ needs

10. Four Objectives of Reference Services
READERS’ ADVISORY
When helping readers find what they might
enjoy reading, librarians use various techniques
and programs, such as:
{face-to-face encounters, reading discussion
groups, book lists, book displays, merchandising,
weblogs [earlyword.com], email}

11. Four Objectives of Reference Services
MARKETING & PROMOTION
past: mere act of helping people (interaction)
was a means of promoting the library
present: librarians continue to promote and
build goodwill for their librarians by remaining
accessible and helpful

12. The Reference Interview
Process the librarian follows to determine the
user’s needs
Five areas critical to reference success…

13. The Reference Interview
Approachability environments that encourage questions
1.
Interest in questions being asked
2.
Listening/Inquiry paying attention; clarifying questions
3.
Searching for a response to the question(s)
4.
Follow Up checking to see if need was fulfilled
5.

14. Reference Service Tools
-Shifted from physical sources, aka “reference books,” to a
computer with an Internet connection
-Storage/Reproduction Tools -- technologies that provide
access to information not necessarily available in the library
(examples: photocopier, printer, videotape/DVD)
-Communication Tools -- technologies that allow librarians to
reach out to users not physically in the building
(examples: email, telephone, fax machine)

15. Reference Service Tools
The CORE of reference services is the
PERSONAL interaction between the user
and the librarian (this remains the same
even as tools, information sources,
communication technology, and
communities change).

16. Meeting User Needs With Technology
• Librarians are uniquely positioned to best take advantage of
how technological trends can benefit users. Because they
are equipped with the skills to find and evaluate the best
sources of information, librarians can leverage technologies
to meet people’s needs.
• In order to meet needs, librarians must also be able to best
determine which technological solution to use to address a
patron problem or issue.

17. Meeting User Needs With Technology
• Choosing one technology is the hard part. There are many out there:
• Blogs
• Wikis
• Social Networking
• RSS Feeds
• Podcasts
• IM
• Flickr
• Vodcasts

18. Examples of Library 2.0
• Seattle Public Library Blog - Shelf Talk
• Brooklyn Public Library Kids, Teens, and Parents microsite
• MIT’s “Help Yourself” website
• Boston Public Library’s “What Will I Read Next?”

19. The Best Googlers
• Librarians are the best Googlers because they know how information is
organized, indexed, and abstracted. They are able to use that knowledge to best
determine how information should be presented.

20. Reference Services
Traditional & Web 2.0

21. Targeted User Services
Targeted audiences: how the library reaches out to specific
user groups
Homebounder/Home Delivery Service
* Aimed at helping older adults suffering from a disability
receive library books and materials through the mail
Children’s Book Lists
* Organized reading lists by age/grade found throughout
children’s room

22. Targeted User Services
Targeted audiences: how the library reaches out to specific
user groups
Suffolk Homework Help
* Students grades K-12 with a library card can access
tutors 2 pm - 11 pm, 7 days a week

23. Web 2.0 User Services
Today, traditional reference services are being somewhat
eclipsed by simple, easy-to-use online tools.
Some are powered by libraries, who send out information
about new library books
NYPL:
New Fiction/Mystery Newsletter

24. Web 2.0 User Services
Some are user-generated, and allow
users to view others’ books/tags to
help choose what they will read next:
- GoodReads.com
- BookJetty.com