Differences

This shows you the differences between two versions of the page.

--- module_1_exercises_ref-ex [2020/12/07 06:33] – judyatkinson
+++ module_1_exercises_ref-ex [2020/12/07 17:09] (current) – ita_hanssens
@@ Line 1: / Line 1: @@
+====Module 1 Exercises Reference Excellence====
 ==== Review 1 ====
 **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.
+Reference service is a way for libraries to meet the needs of the communities they serve. Filling individual information needs requires discovering the need behind a patron's first question.
-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.
+There are four steps in the reference process - outreach, determining needs - the reference interview, filling needs and follow-up.
 Do the following to review: