NSW public library wiki

Module 13 Technology reference services (Reference Excellence)

Suggested answers for Module 13 exercises - Discuss the questions and your answers with your supervisor, trainer or colleagues.

Technology reference interview

Refer to Module 2 Reference interview skills and question types for guidance on conducting a reference interview - the same principles apply to a technology reference interview.

1. Think about the types of questions you could be asked about technology.
2. Ask your colleagues and supervisor what kinds of technology related questions they have encountered?
3. Talk with your colleagues or supervisor about how using a reference interview will help you know the right kind of help to provide.
4. What ideas did you learn from looking at technology reference interview

Think about: -

• Where are the gaps in your skills and understanding?
• What aspects of the reference interview were useful in the technology context?
• What barriers did you find to answering technology questions?
• Is there specific 'technology' terminology that you found confusing?
• Were there new concepts you learned about undertaking these exercises?
• How many ebook platforms have you discovered?

Technology skills

Fill in the Technology proficiency checklist.

How does your proficiency measure up?

Discuss this with your supervisor, trainer or colleagues. Ask what training is available for you in this area.

Accessing resources

1. Do you have an app for patrons to access your library catalogue?
2. What apps are available via your library website. What passwords are required?
3. Note the steps to use both Android and iPhone to access two apps your library subscribes to e.g. an ebook, a library app. If your library has devices you can use - demonstrate to a colleague.
4. What suggestions do you have to make access easier for library patrons?
5. Download one of the following Government apps - ATO, Services NSW, MyGov

Think about:-

• Work your way through using different devices to expand your knowledge.
• How do you deal with patrons asking for assistance with older technology?
• What reasons did you see that apps would not work?

• Skills transfer occurs in providing support for customers.
• Nothing stays the same for long.
• Undertaking a reference interview is an important aspect of technology support.
• Your own skills will develop as you assist patrons with technology.
• It is important to keep up to date with the apps and technology available through your library.

What to do when you finish the module…

When you have completed the exercises for this module, you may want to talk to your supervisor, trainer or colleagues about them.

Please fill out and submit the evaluation form

Reference Excellence - self paced reference and information services training

About Reference Excellence

Module 1 Overview of the reference process

Module 2 Reference interview skills and question types

Module 3 People skills, reference behaviours

Module 4 Search strategies

Module 5 Reference resources

Module 6 Ethics and legislation

Module 7 Roving reference

Module 8 Local studies

Module 9 Family history

Module 10 Children

Module 11 Young adults

Module 12 Corporate library services

Module 13 Technology reference services