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--- module_2_exercises_ref-ex [2021/01/11 12:10] – judyatkinson
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-==== Review 2 ====
+==== Module 2 Answers and Review Reference Excellence====
-**What have you learned?**
+**Suggested answers for Module 2 exercises**
-The reference interview is a critical part of the reference process. The reference interview finds out what information library patrons are seeking. Interview skills require understanding and practicing paraphrasing, asking open questions, clarifying, verifying and gathering the six pieces of evidence: purpose, deadline, type and amount, who, where and the basic question (what does the patron really want to know?). The six pieces of evidence define the patron's information need.
+Don't look at this page until you have tried these examples for yourself.
-At the end of the reference interview don't assume you've answered the question. Always ask a follow-up question such as 'does this completely answer your question?'
+Note: There are no "right" answers for many of these questions. Discuss the questions with your supervisor, trainer or colleagues.
-Do the following to review:
+**Confidentiality**
-  * Review the [[module_2_reference_interview_skills_and_question_types_ref-ex#answer_2|Answer 2]] key
+. You have been asked to update your workplace procedures and polices relating to confidentiality and the provision of information services.
-  * Review the following main points of Module 2 (use the links to go back to any section you want to look at again)
-**[[module_2_reference_interview_skills_and_question_types_ref-ex#reference_interview_defined|Reference interview defined]]**
+  * Where can you locate these guidelines?
+  * What amendments are necessary to update the documents?
+  * Why are these changes required?
+  * Where can you find other information to help you with this task (i.e, ALIA, IFLA, ASLSA)
-There are four basic steps in the reference process - outreach, determining needs, meeting needs and follow-up. The reference interview is a means of defining information needs.
+Answer suggestions:-
-**Major point: The reference interview answers the basic question 'what does the patron really want to know'.**
+  * Look at your workplace intranet
+  * Ask your Operations Department or Human Resources section about relevant documentation
+  * What Legislation is relevant to your workplace?
+  * [[https://www.sl.nsw.gov.au/public-library-services/advice-best-practice/legislation| library related legislation on State Library of NSW website]]
+  * ALIA [[http://www.alia.org.au/about-alia/policies-and-guidelines/alia-policies/libraries-and-privacy-guidelines| ALIA Libraries and Privacy Guidelines]]
-**[[module_2_reference_interview_skills_and_question_types_ref-ex#paraphrase|Paraphrase]]**
+**Paraphrase**
-Begin the interview by repeating the patron's opening question to let them know you are listening and correctly understand the question.
+How would you paraphrase the following questions?
-**Major point: Paraphrasing is a useful technique to discover more information.**
+. Do you have the repair manual for a 1978 Torana? Mine needs repair.
-**[[module_2_reference_interview_skills_and_question_types_ref-ex#open_questions|Open questions]]**
+Your car isn't working and you need repair information.
-Continue the interview by asking open questions that can't be answered by 'yes' or 'no' to encourage the patron to tell you more about the question. That way you don't have to guess!
+. I'd like to get some ideas on building a chair.
-**Major point: Open questions are more efficient than closed questions for discovering a patron's information need.**
+You want to build a chair, perhaps we can locate some patterns, plans or designs to adapt.
-**[[module_2_reference_interview_skills_and_question_types_ref-ex#clarify|Clarify]]**
-Ask clarifying questions to get a particular bit of information.
+**Open questions**
-**Major point: Clarifying may be necessary at some point in the reference interview to clear up specific aspects of a patron's request.**
+Give examples of open questions that you could ask in response to the following queries:
-**[[module_2_reference_interview_skills_and_question_types_ref-ex#verify|Verify]]**
+. I need information on a 1980 Torana.
-When you think you have the question clearly in mind and are ready to search for the answer check one last time before searching to verify you have the patron's real question.
+What kind of information do you need about a 1980 Torana?
-**Major point: Verify the specific question with the patron before beginning the search.**
+. Do you have any material on Turkey?
-**[[module_2_reference_interview_skills_and_question_types_ref-ex#pieces_of_evidence|6 pieces of evidence]]**
+What specifc information would you like to know about Turkey?
-The goal of the reference interview questions is to discover the purpose, deadline, type and amount, who, where and the clarified and verified question.
+. Where's the small business section?
-**Major point: What does the patron really want to know? If you don't understand, ask. Use your reference interviewing skills to get to the real question.**
+Can you give me an example of the kind of information are you looking for on small businesses?
-**[[module_2_reference_interview_skills_and_question_types_ref-ex#remote|Remote]]**
+**Clarify**
-Although remote, online or virtual reference requires many of the same interviewing skills you have learned in this module the physical requirements and the nature of the online environment will require mastering the skills of interviewing with remote services software.
+How would you clarify the patron's request in the following examples?
-**Major point: Remote reference services require using the reference process and following standard reference interviewing steps, without seeing or hearing the patron.**
+. Do you have sex education DVDs for kids?
-**[[module_2_reference_interview_skills_and_question_types_ref-ex#follow_up_ending|Follow up ending]]**
+Would you like them geared toward children or something aimed at parents that would help you formulate a discussion?
-At the end of the reference interview don't assume you've answered the question. Always ask a follow-up question such as 'does this completely answer your question?' If you can't immediately find information for the patron refer them or let them know you will continue working on their request, and when you will get back to them.
+. How can I obtain a copy of a particular article?
-**Major point: The only way to be sure you've met the need is to ask. Bring each reference interview to an appropriate close.**
+We could see if the library subscribes (app) or has it online (database); if not, we could try interlibrary loan. Do you need that particular article or would other current information on the same topic, which you could get right away, help?
-**What to do when you finish the exercises**
+**6 pieces of evidence**
-When you have completed the exercises for this module take them to your supervisor.
+Work through the following scenario. You might like to act out the scenario with a colleage or another student.
-Congratulations on participating in State Library of New South Wales Reference Excellence Training.
+. Do you have stuff on the brown snake?
+* What type of question should you ask at this point? Give an example.
-Please fill out and submit [[https://www.surveymonkey.com/r/refex|this survey]]. In addition, you may make additional [[http://referenceandinformationservices.wikifoundry.com/page/module+2+ref-ex|comments or suggestions]] about Module 2. DO WE STILL WANT TO KEEP THIS COMMENTS AND SUGGESTIONS PAGE - CAN THIS BE DONE VIA SURVEY MONKEY? FIXME
+. The patron wants this information for a school project, but doesn't say so.
+* What type of question would you ask to find this out? Give an example.
-==== Answer 2 ====
+. You still don't have the real need pinned down.   * What type of question would you use to get the patron to tell you that "The report has to be on an endangered species in New South Wales, and I'd rather do one on birds, but the teacher used that snake as an example, and I didn't know anything else to use."? Give an example.
-**Suggested answers for Module 2 exercises**
+. You show them a list of endangered species in New South Wales and they select the Long-footed Potoroo (a marsupial, not a bird).   * Before you actually get any information on the potoroo, what type of question should you ask? Give an example.
-Don't look at this page until you have tried these examples for yourself.
+. You then help them locate information for their report.   * What type of question should you ask? Give an example.
-Note: There are no "right" answers for many of these questions. Discuss the questions with your supervisor or other staff members to learn how things
+. What can you do if you don't find any information in your library on the Long-footed Potoroo?   * What would you say to the patron?
-**Confidentiality**
+There are no exact answers. Keep a checklist to make sure you are obtaining the information you need to be able to help your patron with their information enquiry.
-You have been asked to undate your workplace procedures and polices relating to confidentiality and the provision of information services.
+You might like to record you progress through the 6 steps: -
-  * Where can you locate these guidelines?
+  * 1. Purpose =
-  * What amendments are necessary to update the documents?
+  * 2. Deadline =
-  * Why are these changes required?
+  * 3. Type and Amount =
-  * Where can you find other information to help you with this task (i.e, ALIA, IFLA, ASLSA)
+  * 4. Who is this for =
+  * 5. Where is the question from =
+  * 6. The clarified and verified question =
-Answer suggestions:-
+**Follow up and Ending the Reference Interview**
-  * Look at your workplace intranet
+. What is the purpose of follow-up questions?
-  * Ask your Operations Department or Human Resources section about relevant documentation
-  * What Legislation is relevant to your workplace?
-  * ALIA [[http://www.alia.org.au/about-alia/policies-and-guidelines/alia-policies/libraries-and-privacy-guidelines| ALIA Libraries and Privacy Guidelines]]
-**Paraphrase**
+The purpose of follow-up questions is to double check that the information need (not necessarily the same thing as the question asked) has been met. Follow-up questions also ensure that you're giving good customer service.
-How would you paraphrase the following questions?
+The follow-up is the quality check that will bring the patron back the next time they need something. You are demonstrating that you care about the quality of the information they received.
-a. Do you have the repair manual for a 1978 Torana? Mine needs repair.
+. In addition to the examples given, think of at least two more ways to say "do you have everything you need?" that you would be comfortable using as a follow-up question at the end of a reference interview.
-Your car isn't working and you need repair information.
+An example might be, "Do you think this material will answer your question?"
-b. I'd like to get some ideas on building a chair.
+Even after confirming that you have answered a patron's question, you may also want to end the reference transaction with a statement encouraging the patron to seek you out if they need help with anything else. For example, "If you would like me to help you with anything else come and see me at the enquiry desk."
-You want to build a chair, perhaps see plans or designs to adapt.
+{{:wiki:answers_review.jpg|}}
-**Open questions**
+==== Review 2 ====
-Give examples of open questions that you could ask in response to the following queries:
+**What have you learned?**
-a. I need information on a 1980 Torana.
+The reference interview is a critical part of the reference process. The reference interview finds out what information library patrons are seeking. Interview skills require understanding and practicing paraphrasing, asking open questions, clarifying, verifying and gathering the six pieces of evidence: purpose, deadline, type and amount, who, where and the basic question (what does the patron really want to know?). The six pieces of evidence define the patron's information need.
-What kind of information do you need about a 1980 Torana?
+At the end of the reference interview don't assume you've answered the question. Always ask a follow-up question such as 'does this completely answer your question?'
-b. Do you have any material on Turkey?
+**[[module_2_reference_interview_skills_and_question_types_ref-ex#reference_interview_defined|Reference interview defined]]**
-Is there something specific you need to know about Turkey?
+There are four basic steps in the reference process - outreach, determining needs, meeting needs and follow-up. The reference interview is a means of defining information needs.
-c. Where's the small business section?
+**Major point: The reference interview answers the basic question 'what does the patron really want to know'.**
-Can you give me an example of the kind of information you are looking for on small businesses?
+**[[module_2_reference_interview_skills_and_question_types_ref-ex#paraphrase|Paraphrase]]**
-**Clarify**
+Begin the interview by repeating the patron's opening question to let them know you are listening and correctly understand the question.
-How would you clarify the patron's request in the following examples?
+**Major point: Paraphrasing is a useful technique to discover more information.**
-a. Do you have sex education movies for kids?
+**[[module_2_reference_interview_skills_and_question_types_ref-ex#open_questions|Open questions]]**
-Would you like them geared toward children or something aimed at parents that would help you formulate a discussion?
+Continue the interview by asking open questions that can't be answered by 'yes' or 'no' to encourage the patron to tell you more about the question. That way you don't have to guess!
-b. How can I obtain a copy of this article?
+**Major point: Open questions are more efficient than closed questions for discovering a patron's information need.**
-We could see if the library subscribes or has it online; if not, we could try interlibrary loan. Do you need that particular article or would other current information on the same topic, which you could get right away, help?
+**[[module_2_reference_interview_skills_and_question_types_ref-ex#clarify|Clarify]]**
-**6 pieces of evidence**
+Ask clarifying questions to get a particular bit of information.
-There are no exact answers. Keep these as a mental checklist to make sure you are obtaining the information you need to be able to help your patron with their information enquiry.
+**Major point: Clarifying may be necessary at some point in the reference interview to clear up specific aspects of a patron's request.**
-You Might like to record you progress through the 6 steps in a table: -
+**[[module_2_reference_interview_skills_and_question_types_ref-ex#verify|Verify]]**
-  * 1.
+When you think you have the question clearly in mind and are ready to search for the answer check one last time before searching to verify you have the patron's real question.
-  * 2.
-  * 3.
-  * 4.
-  * 5.
-  * 6.
+**Major point: Verify the specific question with the patron before beginning the search.**
-**Follow up and Ending the Reference Interview**
+**[[module_2_reference_interview_skills_and_question_types_ref-ex#pieces_of_evidence|6 pieces of evidence]]**
-. In addition to the examples given, think of at least two more ways to say "do you have everything you need?" that you would be comfortable using as a follow-up question at the end of a reference interview.
+The goal of the reference interview questions is to discover the purpose, deadline, type and amount, who, where and the clarified and verified question.
-An example might be, "Do you think this material will answer your question?"
+**Major point: What does the patron really want to know? If you don't understand, ask. Use your reference interviewing skills to get to the real question.**
-Even after confirming the that you have answered a patron's question, you may also want to end the reference transaction with a statement encouraging the patron to seek you out if they need help with anything else. For example, "If you would like me to help you with anything else come and see me at the enquiry desk." (substitute the desk for whichever is the best place to find you in your library)
+**[[module_2_reference_interview_skills_and_question_types_ref-ex#remote|Remote]]**
-. What is the purpose of follow-up questions?
+Although remote, online or virtual reference requires many of the same interviewing skills you have learned in this module the physical requirements and the nature of the online environment will require mastering the skills of interviewing with remote services software.
-The purpose of follow-up questions is to double check that the information need (not necessarily the same thing as the question asked) has been met.
-Follow-up questions also ensure that you're giving good customer service.
+**Major point: Remote reference services require using the reference process and following standard reference interviewing steps, without seeing or hearing the patron.**
-The follow-up is the quality check that will bring the patron back the next time they need something. You are demonstrating that you care about the quality of the information they received.
+**[[module_2_reference_interview_skills_and_question_types_ref-ex#follow_up_ending|Follow up ending]]**
-==== Module 2: Exercises (Reference Excellence) ====
+At the end of the reference interview don't assume you've answered the question. Always ask a follow-up question such as 'does this completely answer your question?' If you can't immediately find information for the patron refer them or let them know you will continue working on their request, and when you will get back to them.
-**Exercise for Confidentiality**
+**Major point: The only way to be sure you've met the need is to ask. Bring each reference interview to an appropriate close.**
-You have been asked to update your workplace procedures and polices relating to confidentiality and the provision of information services.
+**What to do when you finish the exercises**
-  * Where can you locate these guidelines?
-  * What amendments are necessary to update the documents?
-  * Why are these changes required?
-  * Where can you find other information to help you with this task (i.e, ALIA, IFLA, ASLSA)
-**Exercises for Paraphrase**
+Please fill out and submit the [[https://www.surveymonkey.com/r/reference_excellence|evaluation form]]
-How would you paraphrase the following questions?
+[[Module 1 Overview of the reference process ref-ex]]
-  - Do you have the owner's manual for a 1978 Torana, mine needs repair.
+[[Module 2 Reference interview skills and question types ref-ex]]
-  - I'd like to get some ideas on building a chair.
-**Exercises for Open Questions**
+[[Module 3 People skills, reference behaviours ref-ex]]
-Give examples of open questions that you could ask in response to the following queries:
+[[Module 4 Search strategies ref-ex]]
-  - I need information on a Torana?
+[[Module 5 Reference resources ref-ex]]
-  - Do you have any material on Turkey?
-  - Where's the small business section?
-**Exercises for Clarify**
+[[Module 6 Ethics and legislation ref-ex]]
-How would you clarify the patron's request in the following examples?
+[[Module 7 Roving reference ref-ex]]
-  - Do you have sex education dvds for kids?
+[[Module 8 Local studies ref-ex]]
-  - How can I obtain a copy of this article?
-See [[module_2_reference_interview_skills_and_question_types_ref-ex#answer_2|Answer 2]]
+[[Module 9 Family history ref-ex]]
-**Exercises for 6 Pieces of Evidence**
+[[Module 10 Children ref-ex]]
-  - "Do you have stuff on the brown snake?" What type of question should you ask at this point? Give an example.
+[[Module 11 Young Adults ref-ex]]
-  - The patron wants this information for a school project, but doesn't say so. What type of question would you ask to find this out? Give an example.
-  - You still don't have the real need pinned down. What type of question would you use to get her/him to tell you that "The report has to be on an endangered species in New South Wales, and I'd rather do one on birds, but the teacher used that snake as an example, and I didn't know anything else to use."? Give an example.
-  - You show her/him a list of endangered species in New South Wales and s/he chooses the Long-footed Potoroo (a marsupial, not a bird). Before you actually get her/him information on the potoroo, what type of question should you ask? Give an example.
-  - After you help her/him locate information for her/his report, what type of question should you ask? Give an example.
-  - What can you do if you don't find any information in your library on the Long-footed Potoroo?
-**Exercises for Follow Up Ending**
+[[Module 12 Corporate Library Services ref-ex]]
-  - In addition to the examples given think of at least two more ways to say 'do you have everything you need?' that you would be comfortable using as a follow-up question at the end of a reference interview.
+[[Module 13 Technology reference services ref-ex]]
-  - What is the purpose of follow-up questions?
-See [[module_2_reference_interview_skills_and_question_types_ref-ex#answer_2|Answer 2]]