Misconceptions
From SLNSW
Misconceptions about libraries may prevent patrons from stating real information needs
Contents |
Lack of understanding limits questions
Successful reference work requires finding the real information need of an individual although it's often not the first question expressed.
Patrons may ask for what they think the library has rather than what they really need or they ask for something easy because they don't want to bother you.
Patrons may also believe that what you see is what you get and be unaware of non-book sources or information services such as interlibrary loan as well as the range of online information sources.
Patrons may also be constrained by their language and cultural differences or their disabilities. It is your role to provide an equitable service.
Patrons want to help
Patrons are trying to be helpful. They tend to ask questions in a way they think will help you answer them easily. If they can get the book on the subject they will look it up themselves, this leads to a very common phenomenon - questions that are too broadly stated.
Patrons may not realize that information on any one subject can be found in many different forms, books, web sites, magazines,dvds, microform and in many different locations in the library.
Although patrons often ask you for the book on something, if you knew the specific question it might be answered by another source -- the world almanac or a magazine for example.
Libraries can be confusing places
Patrons may also be confused by the arrangement of the library reflecting the many different forms of materials. For example they may not understand the reasons behind separating fiction and non-fiction, setting apart audiovisuals from other materials or having indexes that only point to other materials. Patrons may be unaware of special collections or local materials such as pamphlet and map files that aren't as obviously displayed as books on the shelves and only ask for what they can see is available.
Libraries can be virtually confusing places
Patrons may have several misconceptions about online reference services too. They may be confused by the layout of the library web site, unsure of what online reference really is, unaware that services are offered, or mistrustful of confidentiality issues when using remote reference services. Patrons may also be unwilling to admit needing a little help using the remote technology or in locating quality web information sites.
Major point: Patrons don't realize how libraries are organized and shouldn't have to when asking questions.
Exercises
1. If you were looking for information about a health issue how many different places in your library could you find that information? Places can be departments, special collections, fiction, non-fiction, audiovisual material, online material etc.
2.Thinking like a patron, have a look at your library. How easy is it to find the different collections in your library?
3. Thinking like a patron, have a look at your library website. How easy is it to find the different information areas?
4. Do you think a new library patron would think of all the places? How about a regular library patron?
5. Describe something new that you think your library could do to get people into the library who could benefit from using the reference services.
6. Describe something that you personally could do to get people into the library to benefit from reference services.
