don't panic

A REFERENCE REVIEW FOR PUBLIC SERVICE STAFF

WHO ARE WE?

JEN DOWNINGJDOWNING@UALIBRARY.ORG

LEA CARRIGANLCARRIGAN@FCDLIRARY.ORG

TODAY WE’LL COVER

• SEARCH STRATEGIES

• THE REFERENCE INTERVIEW

• THE APEX METHOD

• ETHICS

• INFORMATION LITERACY

SEARCH STRATEGIESSTARTING YOUR SEARCH

SEARCH STRATEGIESKEYWORD SEARCH

SEARCH STRATEGIESDIGGING DEEPER

SEARCH STRATEGIESSTEPS

SEARCH STRATEGIESBOOLEAN

SEARCH STRATEGIESPEARL GROWING

SEARCH STRATEGIESADVANCED SEARCH

SEARCH STRATEGIESADVANCED SEARCH

WILDCARD

SEARCH STRATEGIES

SEARCH STRATEGIESWHY REINVENT THE WHEEL?

SEARCH STRATEGIES

BUT LET’S NOT GET AHEAD OF OURSELVES.

ARE YOU SEARCHING FOR WHAT YOUR PATRON REALLY WANTS?

REFERENCE GONE WRONG

Ancient Ruins

REFERENCE GONE WRONG

Ancient Ruins

REFERENCE GONE WRONG

Ancient Runes

REFERENCE GONE WRONG

Training Boxers

REFERENCE GONE WRONG

Training Boxers Training Boxers

REFERENCE GONE WRONG

REFERENCE GONE WRONG

The Great Depression

REFERENCE GONE WRONG

Cinnamon

REFERENCE GONE WRONG

Cinnamon

Dinosaurs

REFERENCE GONE WRONG

Cinnamon

Dinosaurs

YOUR EXAMPLES, PLEASE.

THE REFERENCE INTERVIEW

1. BE APPROACHABLE

THE REFERENCE INTERVIEW

2. SHOW INTEREST

THE REFERENCE INTERVIEW

3. LISTEN

THE REFERENCE INTERVIEW

4. ASK QUESTIONS

THE REFERENCE INTERVIEW

5. CONDUCT THE SEARCH

THE REFERENCE INTERVIEW

6. FOLLOW UP

THE REFERENCE INTERVIEW

1. BE APPROACHABLE

2. SHOW INTEREST

3. LISTEN

4. ASK QUESTIONS

5. CONDUCT THE SEARCH

6. FOLLOW UP

THE REFERENCE INTERVIEW

1. BE APPROACHABLE

2. SHOW INTEREST

3. LISTEN

4. ASK QUESTIONS

5. CONDUCT THE SEARCH

6. FOLLOW UP

(REPEAT AS NECESSARY!)

BUT SOMETIMES YOU DON’T EVEN KNOW WHERE TO START.

WE DON’T SAY:

“I’M SORRY, BUT I DIDN’T TAKE ANY ART CLASSES IN COLLEGE. I WOULDN’T KNOW

WHERE TO START TO HELP YOU FIND INFORMATION ON VAN GOGH.”

WE DON’T SAY:

“OH, I’M MUCH TOO YOUNG

TO KNOW ANYTHING

ABOUT HISTORY.

MAYBE YOU CAN

GO ASK THAT

OLDER LIBRARIAN OVER THERE.”

WE DON’T SAY:

“OH! YOU READ THAT TRASH?!

I CAN’T HELP YOU WITH THAT!”

© Bill Meltzer

APEXReference

TransactionalBehavioral Model

© Bill Meltzer

AEX

© Bill Meltzer

AEX

quanimityrobe

e plore

© Bill Meltzer

Admit

I DON’T KNOW EVERYTHING

I DON’T KNOW EVERYTHINGBUT THAT’S OKAY,I CAN FIND OUT.

© Bill Meltzer

Admit

© Bill Meltzer

robe

X

© Bill Meltzer

robe

© Bill Meltzer

Equanimity

I’VE ANSWERED THAT SAME QUESTION

I’VE ANSWERED THAT SAME QUESTION

300 TIMES TODAY!!!

YOU WANT TO KNOW

YOU WANT TO KNOW

WHAT?!?

© Bill Meltzer

Equanimity

© Bill Meltzer

Xe plore

X

“HOW DO YOU PRONOUNCE STARRETT?”

“WHERE ARE THE BOOKS WITH PRAYERS TO COUNTERACT THE EVIL SPELLS PEOPLE ARE CASTING ON ME?”

I NEED A QUOTE FROM THE INVENTOR OF THE CAR.

“I remained firm. The courageous faith in the future could not rob me. There was only one person in the world who believed as brave and as I hoped - my wife.”

© Bill Meltzer

Xe plore

eXpect

© Bill Meltzer

AEX

quanimityrobe

e plore

ETHICSMEDICAL, LEGAL, AND BUSINESS

ETHICSMEDICAL, LEGAL, AND BUSINESS

ETHICS

• PRIVACY AND CONFIDENTIALITY

• PROFESSIONAL COMPETENCE

• INTELLECTUAL FREEDOM

• EQUITABLE SERVICES AND ACCESS

• INTELLECTUAL PROPERTY

INFORMATION LITERACYEVALUATING SOURCES

Who produced the source?What is the purpose?Who is the intended audience? Is the information accurate? Is the information objective? Is the information current?

INFORMATION LITERACY

http://www.irs.com/

INFORMATION LITERACY

INFORMATION LITERACY

http://awfullibrarybooks.net/

INFORMATION LITERACY

http://petsorfood.com/

JEN – JDOWNING@UALIBRARY.ORG

LEA - LCARRIGAN@FCDLIBRARY.ORG