Review 1-6

From SLNSW

Contents 1 What have you learned? 1.1 Module 1 - Reference service and process 1.2 Module 2 - Reference interview 1.3 Module 3 - Model reference behaviour 1.4 Module 4 - Reference strategies 1.5 Module 5 - Reference resources 1.6 Module 6 - Ethics and legislation 2 Now, some last questions for an overall revision of Ref-ex 3 Certificate of completion

What have you learned?

Congratulations! Now you have completed the Ref-ex wiki you are well grounded (or refreshed) for working in a vital part of library service - Reference

Module 1 - Reference service and process

You have learnt about the real information needs of your community, and the individuals who live in your community You have an overview of how to satisfy those information needs- the reference process

Module 2 - Reference interview

You have learnt the most important part of the reference process- the reference interview You can:

• Paraphrase a patron’s request
• Ask an open question
• Clarify a patron’s request
• Verify a patron’s request
• Get the 6 pieces of evidence you need to conclude a good reference interview
• Handle a remote as well as a face-to-face reference interview
• Follow up a patron’s request

Module 3 - Model reference behaviour

You have the essential people skills to communicate effectively with all library patrons in order to provide quality reference service You have learnt that...

• Being approachable encourages questions
• Expressing interest in the patron's question is an essential model reference behavior, in providing either face-to-face or remote services
• Model reference behaviours will improve the success of your reference work
• Cultural, physical, technological, or language barriers; misconceptions about libraries; and confusing library or Web site designs can be barriers to successful reference service
• Accompanying the patron in the library or using remote reference technology to guide patrons will help insure a successful reference transaction
• We need to be sensitive to the special needs of physically disabled patrons, in the library or when designing Web sites and remote services
• Don't make assumptions about a person's needs based solely on age. Patrons of any age are entitled to the same services
• Concern for the individual can help overcome cultural barriers
• For telephone, email and online reference, use your voice or words to smile, emphasize the reference interview behaviors, and speak or write clearly
• You can only serve one person at a time effectively, and you should always fully serve the person in front of you

Module 4 - Reference strategies

You have learnt how to find the best resources to meet your patrons’ needs You know :

• How to determine your search strategy
• The importance of the patron’s original source
• About subjects and terms
• About indexing
• To always look it up
• To ensure accuracy
• When and how to find experts
• When to make a referral
• The importance of keeping track
• To inform the patron as you work

Module 5 - Reference resources

You have learnt what the best resources are for your patrons’ information needs You understand:

• How to examine resources
• Your library’s catalogue
• Lists of essential resources
• The varieties of electronic resources, and their advantages and disadvantages
• How to use Dewey
• The range of resources available as Internet sites
• Saving time with your files, and what to include

Module 6 - Ethics and legislation

You have learnt that...

• Library work has important ethical considerations. Many of these are expressed in the ALIA Statement on Professional Conduct
• All libraries offering reference service should have a statement of objectives, a description of the types and levels of services offered, and guidelines to help staff who provide this service
• Serving the community means serving everyone in the community, regardless of the beliefs or affiliations of individuals or groups
• Library and information services have particular responsibilities in supporting and sustaining the free flow of information and ideas
• All people in the community are entitled to equal, unbiased library service, and all questions deserve equal treatment
• Libraries must protect each client's right to privacy and confidentiality

Now, some last questions for an overall revision of Ref-ex

1. Think of 3 ways your library’s layout and design facilitates, or could facilitate, reference service to your library’s patrons.
2. What was the most challenging reference query you ever received? How would what you have learnt in Module 2 help you with this query?
3. Recall (exercising due discretion!) a “tricky situation” in which you have been involved. How would you apply the model reference behaviours outlined in Module 3 to help you and your patron in this situation?
4. Recall one of the most successful reference enquiries you have handled. What search strategies did you follow to achieve this result?
5. What do you and your colleagues think about Wikipedia as a reference resource? Or What do you and your colleagues think of the movement by some library services to dispense with the Dewey system, and arrange non-fiction by type, as in bookstores?
6. Can you recall (again with discretion!) a reference service situation in which you were involved where an ethical question arose? What guidance do the resources presented in Module 6 offer in this situation?

You might like to discuss these points with your supervisor and colleagues.

Certificate of completion

After your supervisor approves your work, print a certificate Certificate of Achievement for the course for your supervisor and library director to sign. Send a copy of this to your Council HR department for inclusion in your file.

When you are ready try modules 7, 8, 9 and 10.

Again, Congratulations on completing Ref-ex!