Reference service
From SLNSW
Contents |
Tough questions
Are reference and information services easy? Not exactly but they are interesting, challenging and sometimes fun. What's the challenging part? Working with people. What's the fun part? Working with people.
What are reference and information services? Why are they important?
The goal of reference work is to meet people's information needs. Reference work includes finding out what information people need and using library and other resources to provide that information. Libraries have many roles to play. A library's reference and information service is vital because of the characteristics of library service.
- Libraries have a variety of information for everyone in the community but work especially hard to meet individual needs.
- Libraries strive to provide equal, objective service for all patrons.
- Libraries promote the value of information for problem-solving in everyday life or for entertainment and enlightenment.
- Libraries empower their clients to discover information in new ways.
The library must reach out to people who have information needs but have not thought of using the library. The library staff also must take steps to ensure that all who contact the library are made to feel welcome and at ease using the library.
Remote or online reference
Reference service can vary from placing reference resources on a webpage, to providing an email address or webform for patrons to ask questions, to real time assistance using chat or instant messaging. Your enquiries may also arrive through various social media channels.
Reference methods may differ, but the goal remains the same: find and meet patrons' information needs. The need to conduct effective reference interviews, use skill in selecting search strategies and be knowledgeable about print or online resources remains the same. The method of delivery and the need to be skilled in appropriate technologies is changing.
Major Point: Libraries meet the information needs of the communities they serve. Many of the ref-ex module pages will ask you to work with the reference collection and with your local staff. Sometimes the best reference resources are the human resources. Ask.
Exercises
Write down the answers to the exercise questions in this module and keep them to review with your supervisor at the end of module 1.
1 Does your library have a mission statement, general policy or reference policy that describes reference service policies, procedures, goals or mission?
2 Does the reference policy discuss the value of reference service to your community? If not ask staff members what they think is the value of reference service in your community.
