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** Reference and information services working group meeting **

Tamworth Library 24 February 2016.

10.00 - 12.00
==== 1. Introductions ====
Round the table introductions.
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Present: Chris Birkett and Robyn Draper, Gunnedah; Jeff Stonehouse, Port Macquarie Hastings; Shiralee Franks, Ita, Amanda, Katey Allwell, Tamworth; Andrew Gee, Wollongong; Michell Maunder, Mid-Western; Marilyn Deeks, Werris Creek; Cathy Johnston, Coffs Harbour; Ellen Forsyth, State Library of NSW
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Thanks to Tamworth Library for hosting the meeting, and to Shiralee for organising, and Marian and others for organising the technology.
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==== 2. Acknowledgement of Country =====
The Gamiliaroi people were acknowledged
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==== 3. Apologies ====
Jenny Campbell, Narrabri; Annetta Kucharska, Auburn; Maria Mutimer, Inverell; Susan McIlroy, Goulburn; Marty, Clarence Regional
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==== 4. Matters arising from last meeting ====
None
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==== 5.Scenarios of customer service in reference ====
[[https://www.flickr.com/photos/nsw_risg/24613909874/in/album-72157664869061082/|Look at the discussion on the whiteboard]]

  * Jen connected through Blue Jeans, and talked about thinking about online services. The scenario is a discussion starter, thinking about what people do – differently. See the link of the photograph on Flickr – for the whiteboard discussion
  * Jen asking how much people are using online face to face technology for enquiries
  * Cathy encouraging people to join the wiki

You can see some of the [[https://www.flickr.com/photos/nsw_risg/albums/72157664869061082|information from this meeting via Flickr]]

==== 6. How do you deal with challenging parents asking for their children ====
and provide assistance for the child, how do you do a reference interview by proxy - when the person with the question isn't there. Share hints and tips (not horror stories)

  * [[https://www.flickr.com/photos/nsw_risg/24611831724/in/dateposted-public/|look at the discussion on the whiteboard]]
  *     Photocopy the sheet from the parent (if you have the assignment sheet as you may have another 30+ enquiries
  *     Set the parents at ease, helping them find information offer them some service things, right at the beginning. Helps build towards a successful outcome
  *     Ask the age of the child as need to have services for the child.
  *     Extend how the parent is thinking about resources – as they may not be familiar with new resource options.
  *     Some libraries receiving few school enquiries, varies from library to library
  *     Liaise with contact person at schools about coming assignment
  *     Clarify the questions, the parameters and constraints
  *     Dilemma of parent not being comfortable with the information need, encourage the parent to come back with the student if at all possible
  *     Consider demonstrating databases for the parents, and then send them home with the instructions
  *     Can be encouraging for parents to know the resources exist, as they did not know about these options
  *     LMS profile alerts – option for some systems, can be used for subject headings and journaltitles – advise the parents about how to do this, so they can let their students know about it

==== 7. Trends in reference that people are seeing locally or hearing about from elsewhere? ====
Are there things you would like to try? Look at this recent article from Public libraries online about [[http://publiclibrariesonline.org/2016/01/a-roving-reference-assessment-in-teen-services/|roving services.]]
Tamworth tailoring the ERC to monitor what was asked at the desk and what was asked roving - [[https://www.flickr.com/photos/nsw_risg/25242494915/in/dateposted-public/|look at the whiteboard discussion]]

      * Discussion from several libraries about growth in technology reference, the need for a desk to locate, but also the need to rove – roving reference by default, one question leads to another
  *     It is about demonstrating help – by roving with purpose
  *     Changing configuration for RFID implementation at Coffs Harbour cause a reconfiguration of services, has provided opportunities for change
  *     Flow on effects of technology, need to increase staff training so that all staff are more adept at providing services, key need to understand referrals better
  *     By being more obvious in the library, staff can be seen as more approachable
  *     Thinking broadly about reference – using 3D printers, raspberry pi, makey makey…
  * 

==== 8 Is there anything you would like to stop doing in reference work ====
What are the alternatives? [[https://www.flickr.com/photos/nsw_risg/24611831784/in/dateposted-public/|look at the whiteboard discussion]]

  *     How to better manage reference collections – online and onsite?
  *     Dealing with donations of variable quality
  *     Being able to have more time doing reference work would be nice – so stopping doing things which get in the way of this
  * A big part of this discussion was actually around the things we enjoy about being reference work:
  *     Discussion about connecting people to information in a really broad way – helping people to help themselves…giving people attention and time, helping profession
  *     Using the “teach a person to fish” approach – critical for getting access to information – so people would like to do more of this…
 

{{:wiki:pls_20190501_000004666.jpg|}}
==== 9. Providing services and collections for the Indigenous community ====
[[https://www.flickr.com/photos/nsw_risg/25124209032/in/dateposted-public/|Have a look at the whiteboard discussion]]

  * Inclusion in all services
  * Discussion about how collections are managed. Using flags to identify, some with separate identified collections, others distributed through the collection
  * Digitising local relevant material to bring it together when resources are scarce.
  * Getting out of the building to provide services, to approach communities not using the library, such as the local committee for Indigenous services,

**1.00- 3.00pm**
==== Workshop -social media as reference tool and pop up reference ====
discussion about using social media for reference and information questions – possibilities - [[https://www.flickr.com/photos/nsw_risg/24946873910/in/album-72157664869061082/|have a look at the whiteboard notes for this discussion.]]

  *  Using the Port Macquarie facebook page (community page not the library), to put a call out for information, for example specific photographs, so consider connecting with community pages and being involved from an information perspective
  * [[http://libraries.coffsharbour.nsw.gov.au/Local-Heritage/Picture-Coffs-Harbour/Pages/Picture-Coffs-Harbour.aspxPicture Coffs Harbour]] – using social media to identify people in the image, using twitter and facebook to try and name the people in a photograph and obtain more information about it. Also [[https://www.facebook.com/coffslocalhistory/|Coffs Harbour - remember when community]] run facebook page
  *  Social media can connect with people who connect to the library in that way
  *  Wollongong has questions about local studies
  *  Tamworth has some questions through social media – facebook

**social media as reference tool - example of [[https://twitter.com/AgChatOZ|@agchatoz]] and others**

  * Encouraging people to look at #agchatoz as a way of connecting with discussions in the community. Value of finding out local discussions to connect with – see what hashtags are being discussed locally.
  * This could lead to new information partnerships. This is not an area which libraries seem to be active in yet – but it is an area for libraries to explore.
  *  Know your community – their interests and their languages
  *  A link for metropolitan areas could be looking at sustainability discussion as well as #agchatoz
  *  Good comment about how you answer the questions, as yourself – or as official library comment?
  *  Discussion about need to comply with library/council social media and code of conduct polices.
  *  There is a place for libraries to provide information on public information platforms. Question of timeliness as need to manage the expectations, but may need to change the hours that library staff can answer.
  *  Discussion about different council policies – for some it is one library person or council media person, some it is a small number of people, so very varied.
  *  Responses usually within the day for social media – as same as if someone phoned in. Sometimes have to escalate the answer. Coffs Harbour has a ‘posted by’ comment so all the people know who does the posting.
  *  Question about business case for social media. From Coffs Harbour – all the library staff had done the 23 things training so the library staff had the skills which the council needed to manage the social media, so the council was using the library resources.
  *  Worthwhile encouraging the library to participate via social medial. Keeping away from contentious issues can be a useful way to start. Need to know your community about how the social media is used.
  *  Highlight other good practice examples to show what is possible in local library.
  *  Need to sell the skills of the library staff in being able to manage social media. Focus on the engagement with the community, and information on social media is one way of doing this, as well as connecting with libraries.
  *  Value of information shared across council – so the Coffs Harbour Life Guards do water conditions, and this is retweeted by the council, the council retweets the other council accounts, and the library retweets the council.
  *  Identity of library as separate from council can have value.
  *  Also use of enews – so don’t underappreciate that service too.
  *  For Coffs Harbour twitter is the official media release account, so succinct, a teaser; for facebook – longer content is possible. Frequency of tweeting matters – every few days, same for facebook…
  *  Time of day posting – depends on time of day of program/event which may be a better time, hard to get the right fit. 11.00pm for ebooks if this is when people are downloading ebooks. Early/late good, hard to get perfect time.
  *     Sharing information groups is also valuable as can increase the reach of the post.

**community information - social media, websites, databases**
 - have a look at the [[https://www.flickr.com/photos/nsw_risg/25124209542/in/album-72157664869061082/|whiteboard notes for this discussion]]

  *  Community information – still some libraries using paper directories
  *  LINCS used by some libraries…geographically based searching, LMS option
  *  Still value for the community information from libraries as not all information on line or searchable for some community groups. Use of library and council social media a way of continuing and connecting to community information about other library information.
  *  Print on demand rather than printing in advance so that the information is current as that is a key issue.
  *  Local forums also worth considering – currently of information is always a challenge.
  *  Thinking about building an entry from scratch, what would consider including in terms of the information – location/geography, ability to easily share the information (text/print/email/app), currency of the data, what can I do, where can I volunteer, costs/free, capacity for the organisation to update,
  *  Seasonal promotion around community information on library and council social media
  *  Use of community noticeboards – still a key resource as there may be print resources if material is not online

**where could you have a pop up reference service - sale yards, markets, think of possibilities - how could this take you information service to people currently not using the library**
have a look at the [[https://www.flickr.com/photos/nsw_risg/25124209542/in/album-72157664869061082/|whiteboard notes for this discussion]]

  *  Potential for reaching clients the library may not always reach, reaching different clients
  *  Car and other manuals as a potential outreach tool, also online resources
  *  Also audio material for promotion
  *  Discussion about the potential of taking a pop-up information service to the local sale yards (captive audience; and an unusual space to be)
  *  Local markets as a way of promoting tailored services, helping people for information and finding out about the information available
  *  Tamworth Library will be at the Taste Festival promoting resources, and has been to Fiesta Le Peel promoting multicultural services, Wollongong at the local market promoting Find legal answers and Drug info, seeing to take online resources out too. Thinking about options…
  *  Tamworth Library participates in Homeless Connect and connects the local homeless people to the library resources. Links with the pop up reference discussion. Also went to the Antiques Fair and showed them some resources.
  *  Wyong Library go to Harmony Day and Multicultural fair – showcasing collections and what can be accessed via the State Library.
  *  Need to find out if you need to have permission to participate in local events. Work out how to make the business case so that your library can participate and promote the information services available.
  *  For community event, the payoff may be later and not immediate, because you have opened the conversation with them, and have shown what the library can do. It can function as a way of reintroducing the library to the community, and it may be a long term rather than a short term strategy.
  *  Consider a pop up library at the council – to show people who don’t get to the library information about it.
  *  Clear branding, banners can help.
  *  Consider partnerships
  * 
**don't forget statistics - enquiry completion rate...**
have a look at the [[https://www.flickr.com/photos/nsw_risg/24615688573/in/album-72157664869061082/|whiteboard notes for this discussion]]

      * Value of using statistics to tell stories and to find out information about things
  *     Are you looking at statistics use? Are you costing the use of databases? This many mean more training for staff, promoting to the community, it may mean rethinking the database mix.
  *     Think about using the data to improve the services and collections, it may mean changes to the signage…
  *     Think about the use of time series data – as tracking the same/similar data over time and seeing changes, and making decisions based on that data. Using information skills as part of the analysis.
   


==== Key communication points ====
  * Used Blue Jeans for discussion connecting people across NSW in discussion
  * Use of scenario discussion to help think about current information services
  * Use of pop up information services at places like sale yards, markets etc.
  * Social media as a reference resource and tool
  * and, you too can Volunteer for the RISG steering committee!

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Back to [[reference_and_information_services_working_group|Reference and information services working group home page]]