Reference Processes Test 2

What is Reference Policy?

It is determided by library type and patrons

Why was Reference Policy created?

For accountability

What is the Purpose of reference policy?

To provide consistent and uniformed service and identify priorities and guide procedures

Reference Policy Components

*Ethics
*Types of refrences provided
*Types of questions handled
*Responses to requests

Policy

Outlines what employee role is

Reference Service Guidelines or Procedures

How staff interact with patrons and their expected behavior

What is ethics on reference policy?

*Guidance to equality of requests
*Providing access and making resources available
*Ensuring confidentiality

Specific ethical considerations varies by

Library type
e.g. Health library emphasises on confidentiality
Public library empahsis on equality and access

Types of questions

*Quick reference
*General reference
*Techinical/Instruction
*Research

Responses to requests

*May provide preference for type of requests based on how its recieved

* Timeline- expectations of how quickly questions are answered or how long patron can expect an answer

*Refferals- Informs patron when question may be reffered to another library staff or outside resources

Special types of requests

*Reccomendations for purchase of materials
*Genealogy questions
*Relation request- questions or resources unrelated to library subject area

Why are policies needed for special requests

to determine what policies

Restrictions or Limitations

Library type may state questions they will not answer or respond to
e.g. proof reading, editing, citing, in depth research assitance (public library), answer homework questions

RUSA Guidelines for Behavioral Performance

Observable behaviorial attributes used to crerate a positive reference experience

5 Main areas of RUSA

*Visibility/Approachablity
*Interest
*Listening
*Searching
*Follow-up

CFLA Code of Ethics (Canadian Federation of Library Association) 6 Responsibilities

1.) Access to information
2.) Equitable access
3.) Confidentiality/privacy
4.) Open access and intellectual property
5.) Neutrality (unbaised stance)
6.) Colleague and employee/employer relationship

What is reference service based on?

CFLA code of ethics and RUSA guidelines

RUSA professional compentencies

+Lead successful reference interaction w/patron

+Awareness of diversity and individual culture and heritage

+Focus on unique abilities, skills and knowledge of reference and user services

+Compentencies assume bsic concepts like communication, info technologies, etc.

Principles of reference role and information sources

Role- advise/suggest, confidentiality, tact
Sources- Appropriate, current, accurate,, refferal

What are the overall principles in reference role?

+Be knowledgeable
+understand/be clear on your role
+use tact
+do not interpret or give advice
+provide instructions
+respect privacy and confidentiality
+provide current and accurate information

Reference Interview 5 main areas of behavior

+Approachability
+Interest
+Listening and inquiring
+Searching
+Follow-up

Approachability

how staff acknowledge the patron
+In-person: staff appearance, eye contact, facial expression, greeting, body language

+remote- how staff demonstrates approachability on phone call or virtual

Interests

+In person- confimrations of patrons needs (non-verbal or verbal), body language, eye contact

+remote- how staff desmonstrates interest online/call

Listening and Inquiring

+Purpose- is to allow patrons to state their infromation need and to help them feel at ease

+Objectivity- Patron, subject matter, the question

+Inquiry through questions- encourage patron to expand on questions, Refine patron request, confirm and verfiy request

Listening and Inquiring (Types of questions)

1. Exapnd on open ended questions, paraphrase questions/ statements
2. Refine closed questions
3. Confirm and verfiy- paraphrase closed questions

Searching (Components)

+choosing resources
+Constructive strategy
+informing the patron of results
+getting feeback
+reffering when necessary

Searching (Considerations)

+Impact of library type and patrons
+differences between public, academic, school and special library

Searching (Responsibilities)

+Show patron how to do the resource
+work w/patron to find answers

Searching (Choosing resources)

+Find out what patron has already found or tried
+dteremine degree of success
+encourage patron to contribute to ideass
+invovle user in slection process

Searching (Constructing strategy)

+Transalating reference questions into concepts
+deciding on search terms
+using limiters
+identifying resources

Searching(Informing the patron)

Important to keep patron informed on progress, whats being found. This is done by explaining research strategy/ sequence or explaining reasons fro using sources

Searching (Getting Feedback)

ask patrons if you have answered their questions

Searching (referring)

+Refer patronif more appropriate source on resource or addtional resource
+may refer to other library system or professional

*reffering may be necessary if resource is not part of the collection

Follow Up Components

+determining if request is finished
+encouraging future inquiries
+ending transaction

What are 2 indicatord of sucessful refernce service response?

1.) Match the information source to the question or inquiry
2.) Gear the resource to the patron

What is current awareness?

As a professinal tool for staff to keep up to date, academic researches, scientists

Current Awareness ( Proactive)

Research staff can monitor a topic and forward the best material to intersted person

e.g. Patron- Special Library
Colleague- Within large library
For yourslef- Keeping libguides current

Current awareness ( reactive)

research has been completed and staff/patron wants to track topic or want to see current issues/releases
e.g. patron wants to receive newly published articles related to their search

Current Awareness Terminilogy- Alerts

emailed content based on information requested
e.g. Search alerts Selective Dissemination of Information (SDI) or Table of contents alerts (new journal issue)

Current Awareness Terminilogy- Feeds

web or news provides user updated content

Current Awareness Terminilogy- Updates

notices about new information based on selected interest

Current Awareness Terminilogy- Media Monitoring

tracking content from various print and web resources

Current Awareness- Variety (service options)

+any mediums
+print and or electronic
+can be short (Tweet)
+lots of info (TPL newsletter)
+specific (new issue of journal)

Current Awareness- Range (Material Used)

+Books (from library catalogue, any format)
+Periodicals (newspapers, magazines, journals)
+Web based media (websites, blogs, twitter, etc.)

Current Awareness Subscriptions- Fee based/ Paid for services

+database vendors (EBSCO)
+Publishers (For suite of titles)
+Journals (Specific titles)
+Aggregator/ customized services

Current Awareness Free Services

Social Media, Google alerts

Current Awareness Delivery Methods

+Alerts (emails)
+Direct feed (RSS)
+Presistent link

Current Awareness Benefits for patron and staff

+automatic updates
+dont have to redo search
+dont have to remember when issue comes out
+easy access to contest of database portfolio

Current Awareness Features to consider

+Ability to customize
+set up time
+cost
+content coverage and or overlap
+ quanitity