don't panic! a reference review for public service staff
TRANSCRIPT
DON’T
PANICA Reference Review for
Public Service Staff
Bill Meltzer
Worthington Libraries
Don Boozer
Cleveland Public Library
DON’T
PANIC
What is
Reference?
The Reference Transaction
Be approachable.
The Reference Transaction
Show interest.
The Reference Transaction:
The InterviewListen!
Not this...
Listen!
But this...
The Reference Transaction:
The Interview
The Reference Transaction:
The Interview
Reference Gone Wrong
Remember…
The patron is NOT always right.
Reference Gone Wrong
“Do you have a copy
of the movie
American Hustler,
with Paul Newman
as a pool shark?”
Reference Gone Wrong
“Do you have a copy
of the movie
American THE
Hustler, with Paul
Newman as a pool
shark?”
Reference Gone Wrong
“Do you have any
dvds of Doctor
McMuffins?”
Reference Gone Wrong
“Do you have any
dvds of Doctor
McMuffins?”
Doc McStuffins...
Reference Gone Wrong
“How did Sophocles kill himself and why?”
Reference Gone Wrong
“How did Socrates kill himself and why?”
Reference Gone Wrong
Reference Gone Wrong
BUT…
You’re not ALWAYS right either.
Reference Gone Wrong
“training boxers”
Reference Gone Wrong“information about...”
Reference Gone Wrong
Reference Gone Wrong
Your examples, please?
The Reference Transaction:
The InterviewAsk questions!
The Reference Transaction
Conduct the search
Get To Know Your
Collection!
Searching & “Pearl
Growing”
Evaluate Your Sources!
Evaluate Your Sources!
irs.gov irs.com
Evaluate Your Sources!
thekingcenter.org martinlutherking.org
Evaluate Your Sources!
theonion.com
Evaluate Your Sources!
The Reference Transaction
Follow up
and Closure
Reference Ethics
Reference Ethics
That’s a lot of information!
● Admit● Probe● Equanimity● eXplore
AP
EX
Reach thesummitevery time!Change your patrons’ lives.
AP
EX
● Admit
A
I don’t know everything
but that’s okay.
I can find out.
● Probe!
P
● Equanimity
E
● eXplore
X
Repeat as necessary...
There’s no need to panic...
Thank you.
Slides available at
http://www.slideshare.net/DonBoozer
The Reference Transaction
Additional Information on the Reference InterviewIntroduction to the Reference Interview (Multnomah County Library, WA)
(PPT)
http://interns.multcolib.org/ReferenceInterviewingTutorial.ppt
Oregon State University Libraries: The Reference Interview
http://ica.library.oregonstate.edu/tutorials/646--The-Reference-Interview
RUSA Guidelines
http://www.ala.org/rusa/resources/guidelines
ORE on the Web (Ohio Reference Excellence, OLC)
http://www.olc.org/ore/
Virtual Reference Companion (ALA)
http://www.ala.org/rusa/vrc
OLC RISD Blog
https://olcrisd.wordpress.com/
Image credits
Boxer dog: http://www.publicdomainpictures.net/view-image.php?image=33607&picture=boxer-dog
Boxer: http://pixabay.com/en/boxer-man-red-sweat-522762/
Smiling Baby http://www.publicdomainpictures.net/view-image.php?image=55613&picture=smiling-girl by Miguel Angel Fernandez
Thinking Dog http://www.publicdomainpictures.net/view-image.php?image=31556&picture=thinking-dog by Jana Cerna
Ear http://www.publicdomainpictures.net/view-image.php?image=15450&picture=listening-ear by Vera Kratochvil
Runes http://www.omniglot.com/writing/runic.htm#elder from Omniglot (First line of Lord’s Prayer in Old Norse)
Ruins of Glanum by Don Boozer
Information Point http://www.publicdomainpictures.net/view-image.php?image=6618&picture=information-point by Petr Kratochvil
Wrong Way Sign http://www.publicdomainpictures.net/view-image.php?image=104071&picture=wrong-way-sign by Linnaea Mallette
Girl With Binoculars http://www.publicdomainpictures.net/view-image.php?image=15945&picture=girl-with-binoculars by Julie Gentry
Medicines http://www.publicdomainpictures.net/view-image.php?image=3463&picture=medicines by Petr Kratochvil
Scales of Justice http://www.publicdomainpictures.net/view-image.php?image=72186&picture=scales-of-justice by Karen Arnold
Female Statue Library of Congress http://www.publicdomainpictures.net/view-image.php?image=96262&picture=female-statue-library-of-
congress by Ken Kistler
Thumbs Up/Down http://www.publicdomainpictures.net/view-image.php?image=54458&picture=thumb-down by George Hodan
Confusion CR http://www.publicdomainpictures.net/view-image.php?image=26570&picture=confusion-cr by DanyJack Mercier
Sunrise http://www.publicdomainpictures.net/view-image.php?image=44647&picture=sunrise by Rostislav Kralik