answering questions: incorporating the human element into...
TRANSCRIPT
Answering Questions: Incorporating the Human Element Into Reference Librarianship Education
By Loriene Roy
IPL now IPL2
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Reference skills are highly important
Digital Scholarship Librarian
Teen Librarian
Reference Librarianship Education Importance of attention to questions
Activities to act out reference interviews
Worksheets with reference questions
Board Game approach “Get off the Desk”
Slam The Boards
ASKING QUESTIONS: CONSIDERING THE PATRON FROM DIRECT EXPERIENCELoriene roy & lauren gaylord
REFErENCE
(Or reference service): Information consultations in which library staff recommend, interpret, evaluate, and/or use information resources to help others to meet particular information needs” (RUSA, 2008) (Cassell & Hiremath, 2013, p.5).
TAKE-AWAY STATEMENT: How students plan to incorporate the take-away into their own information service career.
THE 55% RULE: Only about half of reference encounters resulted in answers that were correct and complete.
UNOBTRUSIVE REFERENCE EVALUATION: Standardized test that assesses the ability of a reference staff to arrive at known answers to reference queries.
IN-PERSON
REFERENCE
INTERVIEW
VIRTUAL REFERENCE INTERVIEW
PHONE REFERENCE INTERVIEW
THINGS TO KEEP IN MIND
-“[PATRON] DETERMINE[S] WHETHER THE ANSWER THAT THEY RECEIVED WAS COMPLETE AND/OR CORRECT” (ROY & GAYLORD, 2015, P. 224).
-“ASKING QUESTIONS AND ANSWERING THEM IS PREDICATED ON LISTENING” (ROY & GAYLORD, 2015, P. 225).
-“REFERENCE WORK REQUIRES MORE THAN ANSWERING QUESTIONS AND THAT APPROACHABILITY AND NONVERBAL SKILL CAN DETERMINE A PATRON’S RETURN” (ROY & GAYLORD, 2015, P. 226).
-REFERENCE SERVICE = CUSTOMER SERVICE (MINUS THE DIRECT MONETARY VALUE).
https://titanpad.com1.Click on Create public pad2. Click on Invite other users 3. Share link with partner 4. Start Virtual Reference Interview