601 Session10-ref-research-s13

Best Practices in Reference Service Based on Research

and Evaluation LIS 601 Intro. to Reference & Information Services

Spring 2013Dr. Diane Nahl

University of Hawaii, LIS Program

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Emma Lloyd, Book Artisthttps://fbcdn-sphotos-a.akamaihd.net/hphotos-ak-ash4/

430335_10150599533845794_671810793_9404792_839756851_n.jpg

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REFERENCE EFFECTIVENESS

The purpose of a reference interview is:

To help clients understand their own needs--a kind of information therapy. Nardi & O’Day, 1999

A good reference interview is a collaboration. Ross, 2003

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REFERENCE EFFECTIVENESS

The degree to which a person is

willing to return to that staff member

or to that reference or information

desk.

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METHODS for STUDYING REFERENCE EFFECTIVENESS

Unobtrusive observation

Patron perceptions questionnaire

Post-search interview

Librarian/patron reference analysis

worksheets

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METHODS for STUDYING REFERENCE EFFECTIVENESS

Participant-observation

Analysis of videotaped reference service

Reporting unanswered queries

Program of reference staff development

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Top 4 Best Practices toIncrease Accuracy of Answers

1. Ask probing questions (3.0, 3.7, 3.8 p. 24)

2. Exhibit an interest in the patron's question (2.0, p. 23)

3. Appear comfortable in the interview (1.0, pp. 21-23)

4. Ask follow-up questions at the end of the interview, and later while the person is still searching (5.0, p. 26, 1.7.4, p. 22)

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Best Practice: Importance of

Asking Probing Questions

Librarians must be willing to question patrons who seem knowledgeable and informed and state their requests in definite terms. Christianson et al.

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Importance of Asking Probing Questions

The librarian who does not probe to the most specific level is likely to almost never provide a correct answer. The librarian who probes to the most specific level is likely to provide a correct answer.

Gers & Seward

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More Best Practices to Increase Accuracy of Answers

Show empathy while interviewing (2.0, p. 23)

Show people how to use sources (4.3, 4.5 & 4.8, p. 25)

Cite the source of the information to the library user (4.9, p. 25)

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More Best Practices to Increase Accuracy of Answers

Regularly update your knowledge of

library resources (pp. 31-32 & 37-38)

Make referrals or ask for advice when

you do not know (4.8, p. 25; p. 35)

Check more than one source (4.8, p.

25)

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Best Practice:Philosophy of Collaboration

If you do not know, ask,

if you do know, contribute.

Kemp & Dillon (pp. 34-36)

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Top 5 Threats to Accuracy

1. Reference Interview Bypass

2. Without-Speaking-Begin-to-Type Maneuver

3. Filling-the-Silence-Tactic

4. System-Based Response

5. Unmonitored Referral

6. Negative Closure

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Improving Your Reference Interview

Behavior1. Review the skills you want to practice

2. Select the skill you think would be easiest to add

3. Make a note of it and take it along to the Reference Desk and keep it in view while on duty

4. Look at the note regularly

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5. Practice that one skill in each reference encounter

6. Make an entry about the results of your efforts each day in a Behavior Change Journal or Log Use a calendar, journal, app, or paper Include notes on encountering

obstacles or resistance to practicing and how you overcame these

Improving Your Reference Interview

Behavior

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7. Practice the same skill in subsequent sessions until you feel it comes naturally.

8. Add new skills to your reference repertoire one at a time; repeat steps 1-7.

Improving Your Reference Interview

Behavior

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Due Next Week

DUE March 19-- bring to class:

5-7 Draft Annotated Bibliography Plan

Entries

Search Work 4 & 5

Ch 9, 10, & 18

Handouts pp. 48ff

SL Workshop: LibGuide SL Basic Skills

Chaminade University Sullivan Library

Second Life LibGuide:10 basic SL Skills and beyond http://chaminade.libguides.com/secondlife

Walk: Arrow keys

Fly: Hold Page Up key, then Arrow keys

Change Appearance: Right-click avatar, My Appearance, OR Edit My Outfit, OR Edit My Shape

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SL Workshop: Arriving at a Specific Location

Teleport to U of Hawaii island one of four ways from the login screen:1. Click SLURL or paste in browser, click

Visit this location, login to SL, land at UH Island Exhibits Areahttp://maps.secondlife.com/secondlife/University%20of%20Hawaii/162/130/22

2. Type in a location right of the SL login box: University of Hawaii

3. Select My last location4. Select Home (after setting Home)

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SL Workshop: Acquiring Information and Objects

UH Island Freebie Store: http://maps.secondlife.com/secondlife/University%20of%20Hawaii/128/138/22 Accept UH group membership (upper right Notifications area)Wear UH group tag (People, Groups, highlight, P)Right click an object, select Touch or Buy (for $0)Click Accept (upper right Notifications area)Rez the object (Drag object from Inventory to ground near

your avatar)Right click object on the ground, select OpenClick Copy to Inventory in box contents dialog

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SL Workshop: Finding Information and Objects

Inventory (suitcase icon): Find (Recent tab, acquired since last login) Right click folder or item to Wear (Replace)Right click to Edit the empty box on ground (General tab

Owner = Your avatar name) Take/Delete to remove trash

Search Groups:Click People icon, My Groups tabRight click your avatar, Select My Groups

Always wear the Group Tag on group land P

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SL Workshop: Teleporting and TP requests

Teleporting several ways 1. TP Board, Home (top left or ctl-shift-H), Back arrow (top

left)

2. Inventory, Landmarks folder, click a LM to TP

3. Send TP requests to Friends (highlight avatar name in People, Friends tab, click i, select Teleport, click Yes in TP request dialog)

Check the Notifications area top right, little heads in boxes, Accept a Teleport in the IM window

Click Teleport to accept TP requests from Friends

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Teleport to the CVL Reference Desk

Community Virtual Library, Imagination Island

To Teleport, click or paste SLURL link into browser, then click Visit this location, then Login to Second Life and land at the CVL Reference Desk

http://maps.secondlife.com/secondlife/Imagination%20Island/155/218/29

Take a step or two after you land so classmates will be able to land. Otherwise they are stuck hovering over your avatar’s head.

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