Minutes for Reference and Information Services Group meeting

13 July 2010 at Albury Library

2.00pm - 4.00pm

Introductions Present : Michelle Head AlburyCity, Sonja Toussaint – AlburCity, Mandy Vaccaro – AlburyCity, Tammy Campton – AlburyCity, Viv Blanchard – AlburyCity, Ross Balharrie SLNSW, Beth Hall – Bathurst, Maureen Breckell – Lithgow, Eileen Smith – Wollongong City, Ian Greenhalg – Armidale, Peter Woodley – Maitland, Ellen Forsyth SLNSW

Apologies Annetta Kurcharska – Auburn Goriana Amarasing - Fairfield

Roving reference

• Discussion of roving reference, being able to use opacs on the end of bays end opac, ideas of during the reference interview using the opac as a simple introduction to using opacs.
• “hi how are you?” as a good way of giving the client the option for asking for assistance, staff need to make the client feel in control,
• need to give the client space,
• idea of using shelving trolley as camouflage for roving reference, “trolley and a badge”
• “are you finding what you are looking for?” as a really good approach to use (DO NOT ask if the person needs help – are making client seem incompetent) – ‘are you finding what you are looking for?’ is a much more gentle way of saying – it is okay to ask, and it still leaves the client in control of the situation
• often when first approached people will say they don’t need any assistance, no matter how you approach them, but by doing this you have opened the discussion, making it easy for them to come back to
• people will sometimes accept assistance when offered, but other times people will say they are fine – don’t hassle them
• keep an eye out for different behaviours, people new to libraries,
• need to engage customers
• need to have mind on clients rather than on the trolley (even if it is camouflage) – look like you really want to help them,
• staff training is important (ref-ex module 7 as a start http://wiki.libraries.nsw.gov.au/index.php/Module_7)
• need to work out the performance measures for this and use them, good idea to do a survey on roving reference to track the enquiries
• for a technology solution for roving reference – bay end opac good solution, but need to explore technology lock down

A few questions which emerged:

• is anyone using touch screens for their opac?
• Has anyone ever installed enough computers so they don’t need dedicated opac

Discussion of trove – need more libraries adding their holdings and increased embedding of Trove on web site, increased computer use as people bring their computers to use wifi and use the library computers Brief overview of NSW.net activities with regards to databases - Ross Balharrie

• Ross’s role is a new one, that of services delivery coordinator, digital content to NSW, new suite of state wide licensed databases from 1 July – expanded range – see lists on NSWnet http://www.nswnet.net/databases/
• If anyone needs help with setting up the connections to the new databases – contact Ross.
• Novelist now includes non-fiction RA, it is now working, Ebsco will be running some webinars for training (comments about issues of IT access for staff), and NSWnet will be running training for the new products on NSW.net
• About a 5% increase in the use of the databases in the last year.
• Part of Ross’s work in focussing on the marketing of databases, to help increase usage, are also redesigning NSW.net website and hoping this will help with increased use. Will be including some of the vendor information about the databases to make them easier to use. Will be experimenting with different styles of training, and will include web 2.0 tools as part of the site.
• Are exploring options for consortia opt in deals for e-books, are also looking for some catalogue enhancement tools – like librarything for libraries, showed state library of NSW example (search using ice station), also exploring federated searching (one search box for databases and catalogue). Have a four library trial at present, to trial the product, and if this is a successful trial would look for an opt in option. Ebsco has two options, one which can currently be used and brings in all the Ebsco datasbases, and other Ebsco product allows most other databases and catalogues to be included in the federated search. At this point are just testing the product
• Contact Ross if there is a database of interest – then this could be considered for evaluation and possibly for an opt in consortia database
• The libraries with a federated search solution have the highest database usage Too early to tell with the 4 library trial

• Ross to send information to the PLN list about the Ebsco search box widgets
• Database usage : how to encourage use, how to maintain and develop staff skills (after training) - brainstorming session
• Can be hard to get a member of the public on a pc to use the databases – as the pcs are so booked up
• Armidale has the screen saver for databases access
• Federated search can help with finding – need user friendly access – need to describe in client friendly terms –
• what are terms to consider that non-library people actually know what is meant - ‘e-library’?
• Discussion of “bluff principle” for showing other people how to search databases – need to know how to search one database really well, and using those principles to search other databases
• suggestion of having a brochure of using remote databases – selling the products,
• “adopt a database” with different staff having different levels of expertise but all staff being trained in database use,
• issue raised of building relationships with schools in the area – higher level approach for sorting out streamlining of access – Federal information policy type of idea – building the ideas from the enquiry into the Online environment – who has a national information strategy in other countries

Slam the boards background information on how slam the boards operates and why the e-mails are sent to the reference list each month (the reminders were requested by public library staff) http://referenceandinformationservices.wikifoundry.com/page/Slam+the+board

Ideas for 2011 reference seminar

• Cryssie Hill,
• Ref-ex - how are people using it and where to next
• · Lot of reading - - need to
• · find other means of getting information, discussed small group methods, discussions with peers as well as with supervisors
• · also suggested putting the training on the roster – so it is done as a matter of course
• Other business
• Albury Library, especially Michelle Head were thanked for hosting the meeting
• Next meeting date and location - Coffs Harbour

Back to Reference and information services working group home page