Steps of the reference process

From SLNSW

What are the basic steps of the reference process?

Contents 1 What you can do to find and fill the real information need? 2 Steps of the reference process 2.1 Major point: Reference work is a process that includes mediation and follow-up.

What you can do to find and fill the real information need?

Solving problems and meeting gaps in information is a process involving many steps. The process may require mediation i.e. serving as an intermediary between the patron and the information to find the real gap in knowledge.

In module 2 and module 3 you will find more in-depth material about specific behaviours and actions used in the reference process. You will learn how to conduct a reference interview to find the real information need and follow-up to be sure that the need is met.

Module 4 and module 5 introduce you to the next steps - the strategies and resources you will use once you've determined the real need. Module 6 explains the professional ethics and responsibilities of the reference process. The steps of the process are summarized here.

Steps of the reference process

The steps of the reference process includes the following

1. encouraging the patron to contact the library when there is an information need - outreach
2. finding out what the real information need is - the reference interview
3. finding the information that will meet the need - reference search
4. making sure the patron's need really has been met - follow-up

Major point: Reference work is a process that includes mediation and follow-up.