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module_2_exercises_ref-ex [2021/01/12 00:00] – judyatkinsonmodule_2_exercises_ref-ex [2021/02/08 23:16] (current) – created - external edit (Unknown date) 127.0.0.1
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- +==== Module 2 Answers and Review Reference Excellence====
-==== Answer 2 ====+
  
 **Suggested answers for Module 2 exercises** **Suggested answers for Module 2 exercises**
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 Don't look at this page until you have tried these examples for yourself. Don't look at this page until you have tried these examples for yourself.
  
-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+Note: There are no "right" answers for many of these questions. Discuss the questions with your supervisor, trainer or colleagues.
  
 **Confidentiality** **Confidentiality**
  
-You have been asked to undate your workplace procedures and polices relating to confidentiality and the provision of information services.+1. You have been asked to update your workplace procedures and polices relating to confidentiality and the provision of information services.
  
   * Where can you locate these guidelines?   * Where can you locate these guidelines?
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   * Ask your Operations Department or Human Resources section about relevant documentation   * Ask your Operations Department or Human Resources section about relevant documentation
   * What Legislation is relevant to your workplace?   * 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]]   * ALIA [[http://www.alia.org.au/about-alia/policies-and-guidelines/alia-policies/libraries-and-privacy-guidelines| ALIA Libraries and Privacy Guidelines]]
  
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 How would you paraphrase the following questions? How would you paraphrase the following questions?
  
-a. Do you have the repair manual for a 1978 Torana? Mine needs repair.+1. Do you have the repair manual for a 1978 Torana? Mine needs repair.
  
 Your car isn't working and you need repair information. Your car isn't working and you need repair information.
  
-b. I'd like to get some ideas on building a chair.+2. I'd like to get some ideas on building a chair. 
 + 
 +You want to build a chair, perhaps we can locate some patterns, plans or designs to adapt.  
  
-You want to build a chair, perhaps see plans or designs to adapt. 
  
 **Open questions** **Open questions**
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 Give examples of open questions that you could ask in response to the following queries: Give examples of open questions that you could ask in response to the following queries:
  
-a. I need information on a 1980 Torana.+1. I need information on a 1980 Torana.
  
 What kind of information do you need about a 1980 Torana? What kind of information do you need about a 1980 Torana?
  
-b. Do you have any material on Turkey?+2. Do you have any material on Turkey?
  
-Is there something specific you need to know about Turkey?+What specifc information would you like to know about Turkey?
  
-c. Where's the small business section?+3. Where's the small business section?
  
-Can you give me an example of the kind of information you are looking for on small businesses?+Can you give me an example of the kind of information are you looking for on small businesses?
  
 **Clarify** **Clarify**
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 How would you clarify the patron's request in the following examples? How would you clarify the patron's request in the following examples?
  
-a. Do you have sex education movies for kids?+1. Do you have sex education DVDs for kids?
  
 Would you like them geared toward children or something aimed at parents that would help you formulate a discussion? Would you like them geared toward children or something aimed at parents that would help you formulate a discussion?
  
-b. How can I obtain a copy of this article?+2. How can I obtain a copy of a particular article?
  
-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?+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?
  
 **6 pieces of evidence** **6 pieces of evidence**
  
-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.+Work through the following scenario. You might like to act out the scenario with a colleage or another student.
  
-You Might like to record you progress through the 6 steps in a table: -+1. Do you have stuff on the brown snake?   
 +* What type of question should you ask at this point? Give an example.
  
-  * 1. +2. The patron wants this information for a school project, but doesn't say so.    
-  * 2. +* What type of question would you ask to find this out? Give an example.
-  * 3. +
-  * 4. +
-  * 5. +
-  * 6.+
  
 +3. 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.
  
-**Follow up and Ending the Reference Interview**+4. 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.
  
-1. 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.+5. You then help them locate information for their report.   * What type of question should you ask? Give an example.
  
-An example might be, "Do you think this material will answer your question?"+6. 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?
  
-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)+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.
  
-2. What is the purpose of follow-up questions? +You might like to record you progress through the 6 steps: -
-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.+  * 1. Purpose =  
 +  * 2. Deadline =  
 +  * 3. Type and Amount = 
 +  * 4. Who is this for = 
 +  * 5. Where is the question from = 
 +  * 6. The clarified and verified question =
  
-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.+**Follow up and Ending the Reference Interview**
  
-==== Module 2: Exercises (Reference Excellence) ====+1. What is the purpose of follow-up questions?
  
-**Exercise for Confidentiality**+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.
  
-You have been asked to update your workplace procedures and polices relating to confidentiality and the provision of information services.+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.
  
-  * Where can you locate these guidelines? +2. 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.
-  * 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**+An example might be, "Do you think this material will answer your question?"
  
-How would you paraphrase the following questions?+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." 
  
-  - Do you have the owner's manual for a 1978 Torana, mine needs repair. +{{:wiki:answers_review.jpg|}}
-  - I'd like to get some ideas on building a chair. +
- +
-**Exercises for Open Questions** +
- +
-Give examples of open questions that you could ask in response to the following queries: +
- +
-  - I need information on a Torana? +
-  - Do you have any material on Turkey? +
-  - Where's the small business section? +
- +
-**Exercises for Clarify** +
- +
-How would you clarify the patron's request in the following examples? +
- +
-  - Do you have sex education dvds for kids? +
-  - How can I obtain a copy of this article? +
- +
-See [[module_2_reference_interview_skills_and_question_types_ref-ex#answer_2|Answer 2]] +
- +
-**Exercises for 6 Pieces of Evidence** +
- +
-  - "Do you have stuff on the brown snake?" What type of question should you ask at this point? Give an example. +
-  - 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** +
- +
-  - 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. +
-  - What is the purpose of follow-up questions? +
- +
-See [[module_2_reference_interview_skills_and_question_types_ref-ex#answer_2|Answer 2]]+
  
 ==== Review 2 ==== ==== Review 2 ====
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 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?' 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?'
- 
-Do the following to review: 
- 
-  * Review the [[module_2_reference_interview_skills_and_question_types_ref-ex#answer_2|Answer 2]] key 
-  * 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]]** **[[module_2_reference_interview_skills_and_question_types_ref-ex#reference_interview_defined|Reference interview defined]]**
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 **What to do when you finish the exercises** **What to do when you finish the exercises**
  
-When you have completed the exercises for this module take them to your supervisor. 
  
-Congratulations on participating in State Library of New South Wales Reference Excellence Training.+Please fill out and submit the [[https://www.surveymonkey.com/r/reference_excellence|evaluation form]]  
 + 
 +[[Module 1 Overview of the reference process ref-ex]] 
 + 
 +[[Module 2 Reference interview skills and question types ref-ex]] 
 + 
 +[[Module 3 People skills, reference behaviours ref-ex]] 
 + 
 +[[Module 4 Search strategies ref-ex]] 
 + 
 +[[Module 5 Reference resources ref-ex]] 
 + 
 +[[Module 6 Ethics and legislation ref-ex]] 
 + 
 +[[Module 7 Roving reference ref-ex]] 
 + 
 +[[Module 8 Local studies ref-ex]] 
 + 
 +[[Module 9 Family history ref-ex]] 
 + 
 +[[Module 10 Children ref-ex]] 
 + 
 +[[Module 11 Young Adults ref-ex]] 
 + 
 +[[Module 12 Corporate Library Services ref-ex]]
  
-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+[[Module 13 Technology reference services ref-ex]]
  
  
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