Reference Refresher

Sept 27, 2013

Reference Refresher – Sept. 27, 2013

What we will be covering:

1.Review: Best Practices

2.Group Exercise – Reference Quest

3.Review: KTPL Reference Resources

Reference Refresher – Sept. 27, 2013

Best Practices

Elements of a Reference Transaction

1. First Contact

2. The Interview

3. Sourcing the Information

4. Follow-up

Reference Refresher – Sept. 27, 2013

Best Practices

1. First Contact – can be:

a) patron driven

Reference Refresher – Sept. 27, 2013

Best Practices

1. First Contact – can be:

b) staff driven: in the stacks

“Can I help you?”

Reference Refresher – Sept. 27, 2013

Best Practices

1. First Contact – can be:c) staff driven – at the circ desk

“Did you find what you were looking for?”

Reference Refresher – Sept. 27, 2013

Review: Best Practices

1. First Contact – staff should be:

a) approachableb) sensitivec) discreetd) unassuminge) attentive

Reference Refresher – Sept. 27, 2013

Reference Refresher – Sept. 27, 2013

Best Practices

2. The Interview – steps for success:

a) Listen

b) Paraphrase

c) Open questions

d) Clarify/verify

TURN YOUR THOUGTS OFF and LISTEN!

Restate Q in your OWN WORDS

Seek more than YES/NO: Why, What, When, Where

So, let’s start here (subject)?

Reference Refresher – Sept. 27, 2013

Reference Refresher – Sept. 27, 2013

Best Practices

3. Sourcing Information – consider:

a) Knowing = where to find, not what to find!

b) In house alternatives to “do you have a book on….?”

c) ILLO – last resort

Reference Refresher – Sept. 27, 2013

Review: Best Practices

3. Sourcing Information – consider:

Don’t point..

SHOW!

Reference Refresher – Sept. 27, 2013

Best Practices

4. Follow-up – questions to ask:

a) Is this what you were looking for?

b) Do you want to see how/whereI found it?

c) Is there anything else you need?

d) Report “holes” in collection.

Reference Refresher – Sept. 27, 2013

Reference Refresher – Sept. 27, 2013

Best Practices

Why is all this important?

a) Service – satisfy patrons

b) Usage – current and repeat

c) Support – library valued.

Reference Refresher – Sept. 27, 2013

Group Exercise – Reference Quest

1. teams of 4 2. 2 questions per team3. 20 m – 10 m per question4. Split – 2 are patron with

question, 2 are library staff – then SWITCH

5. Debrief

Reference Refresher – Sept. 27, 2013

KTPL’s Resources

1. Our catalog

2. Our databases

Reference Refresher – Sept. 27, 2013

KTPL’s Resources1. Our catalog – other ways to search:

a) General vs Subject

b) Browse by subject heading

d) Series

e) Electronic resources

f) Call Number

g) I-bistro

h) Knowledge portal

Reference Refresher – Sept. 27, 2013

KTPL’s Resources

1. Our catalog – other ways to search:

g) I-bistro h) Knowledge portal

Reference Refresher – Sept. 27, 2013

KTPL’s Resources2. Our databases:

Ebooks: Overdrive, Ebsco, Sesame St, Zinio Readers Advisory: Novelist, Literature Resource

CenterAcademic Articles – Ebsco, Gale databases

Automotive – ChiltonHomework Help – writing, math, etc

Languages - Mango

Reference Refresher – Sept. 27, 2013

Summary – what we covered:1.Review: Best Practices

For more - http://www.olc.org/ore/1intro.htm

2.Group Exercise – Reference QuestComing soon – question of the week

3. Review: KTPL Reference ResourcesExplore, play and learn!

Reference Refresher – Sept. 27, 2013

A Final thought…