Review 1
From SLNSW
Contents |
What have you learned?
Reference service is a way for libraries to meet the needs of the communities they serve. Filling individual information needs requires discovering the real need behind a patron's first question. Patrons may not clearly express real information needs, or may be limited by misconceptions about libraries.
Many people have difficulty recognizing that information will help, what information is needed, how to find it or how to apply it once they have it. Finding the underlying gap in information or the problem to be solved behind the patron's opening question is an ongoing reference process that includes mediation and follow-up by public service staff.
There are four basic steps in the reference process - outreach, determining needs - the reference interview, filling needs and follow-up.
Do the following to review:
- review the answer key
- review the following main points of module 1
- use the links to go back to any page you want to look at again
Reference service
What is reference and why is it important?
Major point: Libraries meet the information needs of the communities they serve.
Community needs
What information is needed in your community for products, health, government, how-to, personal enrichment, work and school?
Major point: The one place in the community that can provide various types of information to everyone is the library.
First contact
Information needs of individuals in your community are not usually stated in patrons' first questions. The first question may just be a way to find out if you're friendly and approachable.
Major point: A patron's first question may be a way to find out if you are approachable and not an expression of the information need.
Misconceptions
Misconceptions about libraries prevent patrons from stating real information needs, even if they've determined that you're an approachable person.
Major point:Patrons don't realize how libraries are organized and shouldn't have to when asking questions.
Real needs
Sometimes patrons don't express their real information needs. Patrons may be reluctant or unable to express needs of a personal nature or don't have a good understanding of what they really need. Many people have difficulty recognizing that information will help, what information is needed, how to find it or how to apply it once they have it.
Major point: People often don't clearly express their real information needs.
Reference process
An ongoing reference process is needed to assist patrons in filling real information needs i.e. satisfying a gap in knowledge and solving problems.
Major point:Finding the underlying gap in knowledge or problem to be solved behind the patron's opening question is an ongoing process.
Steps of the reference process
The reference process involves many steps encouraging patrons, finding need, finding information and follow-up to be sure needs have been met.
Major point: Reference work is a process that includes mediation and follow-up.
Role of service staff
Filling information needs by following the reference process is a role of public service staff.
Major point: The performance of public service staff is critical in meeting a community's information needs. Libraries meet the information needs of the communities they serve.
What to do when you finish the exercises
When you have completed the exercises for this module take them to your supervisor.
Congratulations on becoming a part of quality reference service in New South Wales.
Please fill out and submit the evaluation form
