module_1_overview_of_the_reference_process_ref-ex
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module_1_overview_of_the_reference_process_ref-ex [2022/01/27 18:55] – judyatkinson | module_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' | + | The goal of reference work is to meet people' |
* 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 | + | The library |
- | The NSW [[https:// | + | The NSW [[https:// |
//(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, |
* 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' | + | Reference methods may differ, but the goal remains the same: find and meet the patrons' |
//** Major Point: Libraries meet the information needs of the communities they serve.**// | //** Major Point: Libraries meet the information needs of the communities they serve.**// | ||
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| | ||
- | | + | |
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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**First contact online** | **First contact online** | ||
- | A patron' | + | A patron' |
[[http:// | [[http:// | ||
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**Exercises for first contact** | **Exercises for first contact** | ||
- | {{youtube> | + | {{youtube> |
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 |
**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, | 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, | ||
- | **Libraries can be virtually | + | **Libraries can be confusing |
- | 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 | + | 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 |
//**Major point: Patrons don't realise how libraries are organised and shouldn' | //**Major point: Patrons don't realise how libraries are organised and shouldn' | ||
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[[module_1_answers_and_review_ref-ex|Module 1 Answers and review]] | [[module_1_answers_and_review_ref-ex|Module 1 Answers and review]] | ||
+ | {{ : | ||
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It may be difficult for patrons | It may be difficult for patrons | ||
- | * Lack of knowledge of the subject | + | * Limited |
* 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 |
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? | ||
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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 | + | Discovering and meeting information needs is a process that involves finding the information need that triggered |
**Filling the information gap** | **Filling the information gap** | ||
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Adapted from [[http:// | Adapted from [[http:// | ||
- | 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 | + | 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 |
**Working remotely** | **Working remotely** |
module_1_overview_of_the_reference_process_ref-ex.1643331348.txt.gz · Last modified: 2022/01/27 18:55 by judyatkinson