or Where are your books on flying gerbils?

An information contact with a An information contact with a customer that involves the using, customer that involves the using,

recommending, or instructing in recommending, or instructing in the use of one or more information the use of one or more information sources by a member of the library sources by a member of the library

staff.staff.

REFERENCE TRANSACTION

Adapted from American National Standard for Library and Information Statistics (ANSI Z39-1983)

HOW DO YOU ANSWER A QUESTION?

In order of importance:1. Courteously2. Accurately3. Completely4. Quickly

#1 is a must; #4 will come with practice

PHASES OF THE REFERENCE INTERVIEW

1. Approachability2. Interest3. Listening/Inquiring4. Searching5. Follow-up

1. APPROACHABILITY

Unshelved for Thursday, October 13, 2005 by Bill Barnes and Gene AmbaumCustomer

Reference & Information Service

Provider

Bibliotoons : a mischievous meander through the stacks & beyond / by Gary Handman.– Jefferson : McFarland & Co., 1990. Copyright 1990 Gary Handman

WRONG!

2. INTEREST

or

Reference and Information Service Provider

3. LISTENING/INQUIRING

The reference interview is the heart of the reference transaction and is crucial to the success of the process. … Strong listening and questioning skills are necessary for a positive interaction.

Reference and Information

Service Provider

Customer

3. LISTENING/INQUIRING

In the reference interview you will use two kinds of questions.

Open ended questions These are questions that cannot be answered

with yes or no They are also known as probing questions,

because you probe for more information Close ended questions

These can only be answered yes or no They are also known as verifying questions

because you are asking the customer to verify what you heard her or him say

USE OPEN ENDED QUESTIONS TO ENCOURAGE CUSTOMERS TO EXPAND ON THEIR REQUEST OR TO GIVE YOU MORE INFORMATION.

Some examples of such questions include: Please tell me more about your topic. What additional information can you give me? How much information do you need?

USES OPEN ENDED CLARIFYING QUESTIONS TO REFINE THE SEARCH QUERY.

Some examples of such questions include:

What have you already found?

What type of information do you need (books, articles, etc.)?

Do you need current or historical information?

USES CLOSE ENDED QUESTIONS TO BE SURE THAT YOU UNDERSTAND WHAT THE CUSTOMER WANTS.Some examples of such

questions include: You want to know if a

West Highland terrier is A.K.C. registered?

What I heard you asking me for are six native dishes that the Inuit people of Nunavut Canada prepare and recipes for them written on a fourth-grade level. Is that correct?

You want to know what the highest building in Houston is and its height in feet?

A short one-act play

3. LISTENING/INQUIRING OR THE REFERENCE INTERVIEW

3. LISTENING/INQUIRING

CUSTOMER LIBRARY EMPLOYEE

Where are your books on flying gerbils?

3. LISTENING/INQUIRING

CUSTOMER LIBRARY EMPLOYEE

Are you looking for something about pets?

3. LISTENING/INQUIRING

CUSTOMER LIBRARY EMPLOYEE

No; I’m working on a school project for my son. He needs a picture of a flying gerbil—an exploding one.

3. LISTENING/INQUIRING

CUSTOMER LIBRARY EMPLOYEE

An exploding flying gerbil, ah…Do you know which class this is for?

3. LISTENING/INQUIRING

CUSTOMER LIBRARY EMPLOYEE

Yes; it’s for his fourth grade New Jersey history class. I think he said it was a Nazi gerbil.

3. LISTENING/INQUIRING

CUSTOMER LIBRARY EMPLOYEE

Very interesting, a historic exploding Nazi flying gerbil from New Jersey—Please tell me more about this.

3. LISTENING/INQUIRING

CUSTOMER LIBRARY EMPLOYEE

Yes. Actually it exploded over New Jersey when it was coming in for a landing.

3. LISTENING/INQUIRING

CUSTOMER LIBRARY EMPLOYEE

By any chance, was this a very large gerbil?

3. LISTENING/INQUIRING

CUSTOMER LIBRARY EMPLOYEE

Oh yes; it was big as a blimp. It cause quite a sensation when it exploded.

3. LISTENING/INQUIRING

CUSTOMER LIBRARY EMPLOYEE

Was this gerbil possibly an airship?

3. LISTENING/INQUIRING

CUSTOMER LIBRARY EMPLOYEE

Yes; it was a great big flying gerbil with a swastika painted on its rear fin.

3. LISTENING/INQUIRING

CUSTOMER LIBRARY EMPLOYEE

Let’s go look in the children’s area. I think we may have a book with just what your son needs.

FLYING NAZI GERBIL CIRCA 1937. (ALSO KNOWN AS A DIRIGIBLE)

WHICH FLYING GERBIL PHOTO WILL YOU FIND?

You cannot find the right answer until you understand the question!

OR

4. SEARCHING

Select search terms that are most related to the information desired.

Check the spelling. Identify sources Search the index

WHERE TO SEARCH

The Library catalog Search Engines & Directories (e.g.

Google) Databases Books

5. FOLLOW-UP

The reference transaction does not end when the staff member delivers the results to the customer.

Ask the customer if his or her questions have been completely answered.

Encourage the customer to return if they have further questions by making a statement such as, “If you don’t find what you are looking for, please come back and we’ll try something else.”