20111207 draft
DESCRIPTION
TRANSCRIPT
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Reference Behaviors
Phoenix Public LibraryStaff Development Day
12/16/2011Anne Christensen
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•Set The Tone
•Welcoming Atmosphere
•Welcoming Behavior
•Get The Facts
•Open-Ended Questions
•Paraphrase To Clarify And Verify
Stages of The Reference Interview
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• Search• Explain What You’re Doing• Walk
• Give Information• Conversational• Cite Source
• Follow-Up
Stages of The Reference Interview
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Reference Service Policy
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SE
RV
ICE
NO
W!
BUDGET CUTS
LONG LINES
CO
NF
US
ION
NOISE
RE
TIR
ED
REMODEL
PRINTINGTRAINING
STAFFING
TRANSFERS
HOURS
ST
OR
YT
IME
COMPUTERSSTATISTICS
OVERLOAD
E-BOOKS
FRUSTRATION
SAFETY
HELP!
VACANCIES
WH
ER
E?
WHAT?
WHO?WHERE?
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Reduce Stress at the Reference Desk
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Increase Accuracy
•Open-Ended Questions
•Paraphrase to Clarify and Verify
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Save Your Energy
•Open-Ended Questions
•Paraphrase to Clarify and Verify
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Psychology And The Psychology And The
Reference TransactionReference Transaction
Positive Strokes
Negative Strokes
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Listening
Paraphrase to Clarify and Verify
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Leave The Door OpenLeave The Door Open
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Give
And You Shall
Receive
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Values And Challenges
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