Table of Contents
Module 2 Answers and review - Reference Excellence
Module 2 answers
Suggested answers for Module 2 exercises - Discuss the questions and your answers with your supervisor, trainer or colleagues.
Confidentiality
1. You have been asked to update your workplace procedures and polices relating to confidentiality and the provision of information services.
- Where can you locate these guidelines?
- What amendments are necessary to update the documents?
- Why are these changes required?
- Where can you find other information to help you with this task (i.e, ALIA, IFLA, ASLA)
Answer suggestions:-
- Look at your workplace intranet
- Ask your Operations Department or Human Resources section about relevant documentation
- What Legislation is relevant to your workplace?
Paraphrase
How would you paraphrase the following questions?
1. Do you have the repair manual for a 1978 Torana? Mine needs repair.
Your car isn't working and you need repair information.
2. I'd like to get some ideas on building a chair.
You want to build a chair, perhaps we can locate some patterns, plans or designs to adapt.
Open questions
Give examples of open questions that you could ask in response to the following queries:
1. I need information on a 1980 Torana.
What kind of information do you need about a 1980 Torana?
2. Do you have any material on Turkey?
What specifc information would you like to know about Turkey?
3. Where's the small business section?
Can you give me an example of the kind of information are you looking for on small businesses?
Clarify
How would you clarify the patron's request in the following examples?
1. Do you have sex education resources for kids?
Would you like them geared toward children or something aimed at parents that would help you formulate a discussion?
2. How can I obtain a copy of a particular article?
We could see if the library subscribes (app) or has it online (database); if not, we could try interlibrary loan. Do you need that particular article or would other current information on the same topic, which you could get right away, help?
6 pieces of evidence
Work through the following scenario. You might like to act out the scenario with a colleage or another student.
1. Do you have stuff on the brown snake? * What type of question should you ask at this point? Give an example.
2. The patron wants this information for a school project, but doesn't say so. * What type of question would you ask to find this out? Give an example.
3. You still don't have the real need pinned down. * What type of question would you use to get the patron to tell you that “The report has to be on an endangered species in New South Wales, and I'd rather do one on birds, but the teacher used that snake as an example, and I didn't know anything else to use.”? Give an example.
4. You show them a list of endangered species in New South Wales and they select the Long-footed Potoroo (a marsupial, not a bird). * Before you actually get any information on the potoroo, what type of question should you ask? Give an example.
5. You then help them locate information for their report. * What type of question should you ask? Give an example.
6. What can you do if you don't find any information in your library on the Long-footed Potoroo? * What would you say to the patron?
There are no exact answers. Keep a checklist to make sure you are obtaining the information you need to be able to help your patron with their information enquiry.
You might like to record you progress through the 6 steps: -
- 1. Purpose =
- 2. Deadline =
- 3. Type and Amount =
- 4. Who is this for =
- 5. Where is the question from =
- 6. The clarified and verified question =
Follow up and ending the reference interview
1. What is the purpose of follow-up questions?
The purpose of follow-up questions is to double check that the information need (not necessarily the same thing as the question asked) has been met. Follow-up questions also ensure that you're giving good customer service.
The follow-up is the quality check that will bring the patron back the next time they need something. You are demonstrating that you care about the quality of the information they received.
2. In addition to the examples given, think of at least two more ways to say “do you have everything you need?” that you would be comfortable using as a follow-up question at the end of a reference interview.
An example might be, “Do you think this material will answer your question?”
Even after confirming that you have answered a patron's question, you may also want to end the reference transaction with a statement encouraging the patron to seek you out if they need help with anything else. For example, “If you would like me to help you with anything else come and see me at the enquiry desk.”
Module 2 review
What have you learned?
The reference interview is a critical part of the reference process. The reference interview finds out what information library patrons are seeking. Interview skills require understanding and practicing paraphrasing, asking open questions, clarifying, verifying and gathering the six pieces of evidence: purpose, deadline, type and amount, who, where and the basic question (what does the patron really want to know?). The six pieces of evidence define the patron's information need.
At the end of the reference interview don't assume you've answered the question. Always ask a follow-up question such as 'does this completely answer your question?'
There are four basic steps in the reference process - outreach, determining needs, meeting needs and follow-up. The reference interview is a means of defining information needs.
Major point: The reference interview answers the question 'What does the patron want to know?'.
Begin the interview by repeating the patron's opening question to let them know you are listening and correctly understand the question.
Major point: Paraphrasing is a useful technique to discover more information.
Continue the interview by asking open questions that can't be answered by 'yes' or 'no' to encourage the patron to tell you more about the question. That way you don't have to guess!
Major point: Open questions are effective for discovering a patron's information need.
Ask clarifying questions to get a particular bit of information.
Major point: Clarify to fully understand what is being asked.
When you think you have the question clearly in mind and are ready to search for the answer check one last time before searching to verify you have the patron's real question.
Major point: Verify the specific question with the patron before beginning the search.
The goal of the reference interview questions is to discover the purpose, deadline, type and amount, who, where and the clarified and verified question.
Major point: What does the patron really want to know? If you don't understand, use your reference interviewing skills.
Although remote, online or virtual reference requires many of the same interviewing skills you have learned in this module the physical requirements and the nature of the online environment will require mastering the skills of interviewing with remote services software.
Major point: Remote reference services use the same reference interviewing steps.
At the end of the reference interview don't assume you've answered the question. Always ask a follow-up question such as 'does this completely answer your question?' If you can't immediately find information for the patron refer them or let them know you will continue working on their request, and when you will get back to them.
Major point: The only way to be sure you've met the need is to ask. Bring each reference interview to an appropriate close.
Evaluation
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
Other modules for Reference Excellence
Reference Excellence - self paced reference and information services training
Module 1 Overview of the reference process
Module 2 Reference interview skills and question types
Module 3 People skills, reference behaviours
Module 6 Ethics and legislation