Tips for the Real-World Reference Transaction

Sarah SteinerApril 16, 2011

Atlanta Emerging Librarians Meetinghttp://referencetransactions.weebly.com

Overview

Today we’ll talk about…– Putting people at ease– Getting to the question– Suggesting changes– Instructing surreptitiously– Assessing reference

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What are Your Concerns?

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Putting People at Ease

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“Customers with problems seek… attentive listeners to whom to tell their stories, who can imagine themselves similarly situated; who not only can understand the problems, but will feel connected to them” (Gorry & Westbrook, 127).

How to “be the Welcome Wagon”

“Hi Internet Librarian! I have a big project due in three months. Can

you help me start?

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Getting to the Question

55% rule

• Affirmation• Awareness• Gentle inquiry• Open questions

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“Hi! Where’s the science section?”

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Getting to the Question

• Affirmation• No assumptions• Awareness of

phrasing• Rephrasing• Open questions &

encouragement

http://morgue.anglicansonline.org/080127/images/issueart/080127/SpanishInquisition.png

Figuring Out What They’ve Tried

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Suggesting Change

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•Explain the reasons•Explain your knowledge•Suggest alternatives

Setting Boundaries

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• No guilt trips• No scorn• Explain why• Offer an alternative

“Hi. Can you find us twelve articles… then email them to us?

They’re for a group project.”

Instructing Surreptitiously

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•Think aloud•Show and tell•Let them drive•Watch the jargon•Offer to write it down

Assessing Your Skills

• Review yourself• Review others• Set standards• Plan a workshop• Recruit some secret shoppers• Try a new skill, think about how it

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THANK YOU!

http://referencetransactions.weebly.com

ssteiner@gsu.edu