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module_1_overview_of_the_reference_process_ref-ex [2021/05/08 21:59] – judyatkinsonmodule_1_overview_of_the_reference_process_ref-ex [2024/03/05 23:35] (current) – ita_hanssens
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 **What are reference and information services? Why are they important?** **What are reference and information services? Why are they important?**
  
-The goal of reference work is to meet people's information needs. Reference work includes finding out what information people need and using library and other resources to provide that information. Libraries have many roles to play. A library's reference and information service is vital because of the characteristics of library service.+The goal of reference work is to meet people's information needs. Reference work includes finding out what information people need and using library resources, as well as other authoritative resources to provide that information. Libraries have many roles to play. The reference process is a vital component of library service.
  
   * Libraries have a variety of information for everyone in the community but work especially hard to meet individual needs.   * Libraries have a variety of information for everyone in the community but work especially hard to meet individual needs.
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   * Libraries may be the starting point for information seeking, and may refer people to other agencies and organisations.   * Libraries may be the starting point for information seeking, and may refer people to other agencies and organisations.
  
-The library must reach out to people who have information needs but have not thought of using the library. This can also include assisting patrons to engage with new technology. The library staff must also take steps to ensure that all who contact the library are made to feel welcome and at ease using the library.+The library staff reach out to people who have information needs but have not thought of using the library. This can also include assisting patrons to engage with new technology. It is important to also take steps to ensure that all who contact the library are made to feel welcome and at ease using the library.
  
-The NSW [[https://www.legislation.nsw.gov.au/view/html/inforce/current/act-1939-040#sec.10|Library Act 1939 No 40]] Section 10 has requirements as to services to be provided by local libraries+The NSW [[https://www.legislation.nsw.gov.au/view/html/inforce/current/act-1939-040#sec.10|Library Act 1939 No 40]] Section 10 has requirements regarding the services provided by local libraries
  
 //(1)  A local authority must comply with and observe the following requirements in relation to any local library that is provided, controlled or managed by the local authority (either directly or under an agreement or other arrangement to which it is a party):// //(1)  A local authority must comply with and observe the following requirements in relation to any local library that is provided, controlled or managed by the local authority (either directly or under an agreement or other arrangement to which it is a party)://
  
-//(e)  Free basic reference services to members+//(e)  Free basic reference services to members.
 Any person who is a member of the library is entitled to be provided free of charge with basic reference services (being any service classified by guidelines issued by the Council as a basic reference service), including assistance in locating information and sources of information.// Any person who is a member of the library is entitled to be provided free of charge with basic reference services (being any service classified by guidelines issued by the Council as a basic reference service), including assistance in locating information and sources of information.//
  
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   * interactive such as providing an email address to contact,    * interactive such as providing an email address to contact, 
   * online form for patrons to ask questions,    * online form for patrons to ask questions, 
-  * real time assistance using chat, or instant messaging, +  * real time assistance using chat, instant messaging, or a video call such as MS-TEAMS or ZOOM
   * enquiries may also arrive through various social media channels.   * enquiries may also arrive through various social media channels.
  
-Reference methods may differ, but the goal remains the same: find and meet patrons' information needs. The need to conduct effective reference interviews, to use skill in selecting search strategies and be knowledgeable about print or online resources remains the same. The technology to deliver reference services continues to change. It is important to keep up to date and keep developing skills.+Reference methods may differ, but the goal remains the same: find and meet the patrons' information needs. The need to conduct an effective reference interview, to use skill in selecting search strategies and to be knowledgeable about print or online resources remains the same. The technology used to deliver reference services continues to change. It is important to keep up to date and keep developing skills.
  
-//** Major Point: Libraries meet the information needs of the communities they serve.//+//** Major Point: Libraries meet the information needs of the communities they serve.**//
  
 {{ :wiki:stripe5_refex.jpg |}} {{ :wiki:stripe5_refex.jpg |}}
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  **Exercises for reference services**  **Exercises for reference services**
  
- Document the answers to the exercise questions in this module. You may wish to discuss with your supervisor, colleagues or group at the end of module 1.+ Document the answers to the exercise questions in this module. You may wish to discuss with your supervisor, colleagues or group at the end of Module 1.
  
 1. Does your library have a strategic plan, mission statement, general policy, or reference policy that describes reference service polices, procedures, goals, or mission? 1. Does your library have a strategic plan, mission statement, general policy, or reference policy that describes reference service polices, procedures, goals, or mission?
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-[[Module 1 Answers and review (ref-ex)]]+[[module_1_answers_and_review_ref-ex|Module 1 Answers and review]]
  
  
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 2. How do the library's policy documents describe serving the community with remote/online services? 2. How do the library's policy documents describe serving the community with remote/online services?
  
-[[Module 1 Answers and review (ref-ex)]]+[[module_1_answers_and_review_ref-ex|Module 1 Answers and review]]
  
 {{ :wiki:stripe5_refex.jpg |}} {{ :wiki:stripe5_refex.jpg |}}
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 **First contact online** **First contact online**
  
-A patron's first contact with library reference services may be via the internet, library website or through other types of online or remote reference. ALA guidelines from the US suggest that //the library should provide prominent jargon-free links to all forms of reference services from the home page of the library web site and throughout the site wherever research assistance may be sought out. The web should be used to make reference services easy to find and convenient//. +A patron's first contact with library reference services may be via the internet, library website or through other types of online or remote reference. ALA guidelines from the USA suggest that //the library should provide prominent jargon-free links to all forms of reference services from the home page of the library web site and throughout the site wherever research assistance may be sought out. The web should be used to make reference services easy to find and convenient//. 
  
 [[http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral|Guidelines for behavioral performance of reference and information service providers]] [[http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral|Guidelines for behavioral performance of reference and information service providers]]
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 **Exercises for first contact** **Exercises for first contact**
  
-{{youtube>VjR0HepjclE}} +{{youtube>8E38XlVT5HA}} 
  
 1. View this recorded session by Dr Marie Radford for more helpful information on this topic. 1. View this recorded session by Dr Marie Radford for more helpful information on this topic.
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 ==== Misconceptions ==== ==== Misconceptions ====
  
-Misconceptions about libraries may prevent patrons from stating real information needs.+Misconceptions about libraries may prevent patrons from stating their real information needs.
  
 **Confusion limits questions** **Confusion limits questions**
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 Patrons may also be confused by the physical arrangement of the library reflecting the many different forms of materials. For example they may not understand the reasons behind separating fiction and non-fiction, arranging non-fiction by Dewey Decimal order, setting apart audiovisual from other materials, or having databases which are not full text. Patrons may be unaware of special collections or local materials such as pamphlet and map files that aren't as obviously displayed as books on the shelves and only ask for what they can see is available. Not all materials are for loan. Patrons may also be confused by the physical arrangement of the library reflecting the many different forms of materials. For example they may not understand the reasons behind separating fiction and non-fiction, arranging non-fiction by Dewey Decimal order, setting apart audiovisual from other materials, or having databases which are not full text. Patrons may be unaware of special collections or local materials such as pamphlet and map files that aren't as obviously displayed as books on the shelves and only ask for what they can see is available. Not all materials are for loan.
  
-**Libraries can be virtually confusing places**+**Libraries can be confusing virtual places**
  
-Patrons may have several misconceptions about online reference services too. The library website may be confusing, and not clearly depict what services are offered. Patrons may need support to use the technology or in locating quality web information sites.+Patrons may have several misconceptions about online reference services too. The library website may be confusing, and not clearly depict what services are offered. Patrons may need support to use the technology or in locating  web information sites.
  
 //**Major point: Patrons don't realise how libraries are organised and shouldn't have to when asking questions.**// //**Major point: Patrons don't realise how libraries are organised and shouldn't have to when asking questions.**//
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 5. Describe something that you personally could do to make patrons aware of the extent of the library reference services. 5. Describe something that you personally could do to make patrons aware of the extent of the library reference services.
  
-[[Module 1 Answers and review (ref-ex)]] +[[module_1_answers_and_review_ref-ex|Module 1 Answers and review]]
 {{ :wiki:stripe5_refex.jpg |}} {{ :wiki:stripe5_refex.jpg |}}
  
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 It may be difficult for patrons  to convey their request for several reasons:- It may be difficult for patrons  to convey their request for several reasons:-
  
-  * Lack of knowledge of the subject+  * Limited knowledge of the subject
   * English is not their first language   * English is not their first language
   * Other communication barriers   * Other communication barriers
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 Answer the following questions about your library. Discuss your answer with your colleagues or teacher. Answer the following questions about your library. Discuss your answer with your colleagues or teacher.
  
-1. How is it possible to allow privacy when assisting a patron?+1. How is it possible to ensure privacy when assisting a patron?
  
 2. How can you make patrons feel comfortable when working to find answers to information needs? 2. How can you make patrons feel comfortable when working to find answers to information needs?
  
-[[Module 1 Answers and review (ref-ex)]]+[[module_1_answers_and_review_ref-ex|Module 1 Answers and review]]
  
 {{ :wiki:stripe5_refex.jpg |}} {{ :wiki:stripe5_refex.jpg |}}
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 Finding and filling information needs is an ongoing process and you will need to keep learning and developing your skills in this area. Finding and filling information needs is an ongoing process and you will need to keep learning and developing your skills in this area.
  
-Any work in the library, including reference work involves establishing rapport with the patron.+Any work in the library, including reference work, involves establishing rapport with the patron.
  
-Discovering and meeting information needs is a process that involves finding the information need behind the questions. The reference process involves open communication between you and the patron.+Discovering and meeting information needs is a process that involves finding the information need that triggered the initial question. The reference process involves open communication between you and the patron.
  
 **Filling the information gap** **Filling the information gap**
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 2. List the places you could source information for the patron.  2. List the places you could source information for the patron. 
  
-[[Module 1 Answers and review (ref-ex)]]+[[module_1_answers_and_review_ref-ex|Module 1 Answers and review]]
  
 {{ :wiki:stripe5_refex.jpg |}} {{ :wiki:stripe5_refex.jpg |}}
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   * follow up to make sure the patron's needs have been met.    * follow up to make sure the patron's needs have been met. 
  
-Staff are responsible for conducting library work with regard for professional ethics. See [[module_6_ethics_and_legislation_ref-ex|Module 6]]).+Staff are responsible for conducting library work with regard for professional ethics. See [[module_6_ethics_and_legislation_ref-ex|Module 6]].
  
 **Competencies and guidelines for reference services** **Competencies and guidelines for reference services**
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 Adapted from [[http://www.ala.org/rusa/resources/guidelines/professional|Professional Competencies for Reference and User Services Librarians]]. Adapted from [[http://www.ala.org/rusa/resources/guidelines/professional|Professional Competencies for Reference and User Services Librarians]].
  
-The Australian Library and Information Association (ALIA), Australian Society of Archivist (ASA) and Records and Information Management Professionals Australasia (RIMPA) collaborated on the development of the   [[https://www.alia.org.au/foundation-knowledge-skills-and-attributes-relevant-information-professionals-working-archives|Foundation Knowledge, Skills and Attributes relevant to Information Professionals working in Archives, Libraries and Records Management.]]+The Australian Library and Information Association (ALIA), Australian Society of Archivist (ASA) and Records and Information Management Professionals Australasia (RIMPA) collaborated on the development of the   [[https://read.alia.org.au/foundation-knowledge-skills-and-attributes-relevant-information-professionals-working-archives-0|Foundation Knowledge, Skills and Attributes relevant to Information Professionals working in Archives, Libraries and Records Management.]]
  
 **Working remotely** **Working remotely**
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   - Identify everyone at the library who provides reference services.   - Identify everyone at the library who provides reference services.
  
-[[Module 1 Answers and review (ref-ex)]]+[[module_1_answers_and_review_ref-ex|Module 1 Answers and review]]
  
 {{ :wiki:stripe5_refex.jpg |}} {{ :wiki:stripe5_refex.jpg |}}
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 ====Module 1 Answers and review==== ====Module 1 Answers and review====
  
-[[Module 1 Answers and review (ref-ex)]]+[[module_1_answers_and_review_ref-ex|Module 1 Answers and review]]
  
 {{ :wiki:stripe5_refex.jpg |}} {{ :wiki:stripe5_refex.jpg |}}
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 **Reference Excellence - self paced reference and information services training** **Reference Excellence - self paced reference and information services training**
 +
  
 [[About ref-ex|About Reference Excellence]] [[About ref-ex|About Reference Excellence]]
  
-[[Module 1 Overview of the reference process ref-ex]] +[[Module 1 Overview of the reference process ref-ex|Module 1 Overview of the reference process]]
- +
-[[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 2 Reference interview skills and question types ref-ex|Module 2 Reference interview skills and question types]]
  
-[[Module 5 Reference resources ref-ex]]+[[Module 3 People skills, reference behaviours ref-ex|Module 3 People skills, reference behaviours]]
  
-[[Module 6 Ethics and legislation ref-ex]]+[[Module 4 Search strategies ref-ex|Module 4 Search strategies]]
  
-[[Module 7 Roving reference ref-ex]]+[[Module 5 Reference resources ref-ex|Module 5 Reference resources]]
  
-[[Module 8 Local studies ref-ex]]+[[Module 6 Ethics and legislation ref-ex|Module 6 Ethics and legislation]]
  
-[[Module 9 Family history ref-ex]]+[[Module 7 Roving reference ref-ex|Module 7 Roving reference]]
  
-[[Module 10 Children ref-ex]]+[[Module 8 Local studies ref-ex|Module 8 Local studies]]
  
-[[Module 11 Young adults ref-ex]]+[[Module 9 Family history ref-ex|Module 9 Family history]]
  
-[[Module 12 Corporate library services ref-ex]]+[[Module 10 Children ref-ex|Module 10 Children]]
  
-[[Module 13 Technology reference services ref-ex]]+[[Module 11 Young adults ref-ex|Module 11 Young adults]]
  
 +[[Module 12 Corporate library services ref-ex|Module 12 Corporate library services]]
  
 +[[Module 13 Technology reference services ref-ex|Module 13 Technology reference services]]
  
module_1_overview_of_the_reference_process_ref-ex.1620529194.txt.gz · Last modified: 2021/05/08 21:59 by judyatkinson