Reference Scenario

Reference Scenario (RS) is an imagined situation where a library patron brings a question to a librarian and there is then a conversation, called in the field a reference interview, where the librarian works to help the patron find what he or she wants. There are three (3) reference scenarios in this activity containing question and sentences describing the situation that underlies that question.

Instruction:

Describe the interactive process in question negotiations, searching strategies and analytical skills as well as behavioral attributes of the librarian you observed during the reference interview. Determine ways in which communication skills in the reference interview might be improved in face-to-face or online interaction. Document the reference encounter to support your assertions based on the ALA Reference User Services Association (RUSA).

RS1

Library User: I want some information on H1N1 (Swine Flu)?

Background: You are a father/mother who has heard that H1N1 is still active in Malaysia. You learned that a school classmate of your child is infected with the disease. You want to know to be able to tell if your child may have H1N1 and want to know the symptoms and treatments.

Virtual Reference

Virtual reference is reference service initiated electronically, often in real-time, where patrons employ computers or other Internet technology to communicate with reference staff, without being physically present. Communication channels used frequently in virtual reference include chat, videoconferencing, Voice over IP, co-browsing, e-mail, and instant messaging. While online sources are often utilized in provision of virtual reference, use of electronic sources in seeking answers is not of itself virtual reference. Virtual reference queries are sometimes followed-up with telephone, fax, in-person and regular mail interactions, even though these modes of communication are not considered virtual.

I chose online chat as my communication channel with the librarian. And I’ve also received an e-mail with attachment of the chat transcript after the chat ended.

Chat Window

Received Mail

Library : New York Public Library (ASK NYPL)

Librarian : Abby

Online Chat Session : 22 October 2009

Guidelines for Behavioral Performance of Reference and Information Service Providers

(Revised by MOUSS Management of Reference Committee and approved by the RUSA Board of Directors, June 2004.)

Remote reference service - Additional guidelines that are specific to reference encounters by telephone, email, chat, etc., where traditional visual and non-verbal cues do not exist.

Five behavioral attributes - Approachability, Interest, Listening/Inquiring, Searching, and Follow Up.

Approachability

In order to have a successful reference transaction, patrons must be able to identify that a reference librarian is available to provide assistance and also must feel comfortable in going to that person for help. In remote environments, this also means placing contact information for chat, email, telephone, and other services in prominent locations, to make them obvious and welcoming to patrons. Approachability behaviors, such as the initial verbal and non-verbal responses of the librarian, will set the tone for the entire communication process, and will influence the depth and level of interaction between the staff and the patrons. At this stage in the process, the behaviors exhibited by the staff member should serve to welcome the patrons and to place them at ease. The librarian's role in the communications process is to make the patrons feel comfortable in a situation that may be perceived as intimidating, risky, confusing, and overwhelming. To be approachable, the librarian:

-Should provide prominent, jargon-free links to all forms of reference services from the home page of the library's Web site, and throughout the site wherever research assistance may be sought out. The Web should be used to make reference services easy to find and convenient.

As of this assignment, I’ve tried three chat sessions with three different libraries. I found out that the New York Public Library gave the best services as they gave quick responses after I enter the chat session compared to the other library which gave really late responses and no response at all for the other library. The librarians also introduced her name and start the conversation by asking of what she can help me with.

Interest

A successful librarian must demonstrate a high degree of interest in the reference transaction. While not every query will contain stimulating intellectual challenges, the librarian should be interested in each patron's informational need and should be committed to providing the most effective assistance. Librarians who demonstrate a high level of interest in the inquiries of their patrons will generate a higher level of satisfaction among users. To demonstrate interest, the librarian:

-Maintains or re-establishes "word contact" with the patron in text-based environments by sending written or prepared prompts, etc., to convey interest in the patron's question.

-Acknowledges user email questions in a timely manner.

-States question-answering procedures and policies clearly in an accessible place on the Web. This should indicate question scope; types of answers provided and expected turnaround time.

In my reference scenario case, the librarian did state their policies as I asked about medical advice or opinions. The librarian state that they are prohibited by law from offering medical advice or opinions. But the librarian gave me informative site regarding consumer health and advice me to contact health professional regarding my question.

Listening/Inquiring

The reference interview is the heart of the reference transaction and is crucial to the success of the process. The librarian must be effective in identifying the patron's information needs and must do so in a manner that keeps patrons at ease. Strong listening and questioning skills are necessary for a positive interaction. As a good communicator, the librarian:

-Uses reference interviews or Web forms to gather as much information as possible without compromising user privacy.

The librarian somehow did not ask as much information because my first question is quite general (i.e. I want some information on H1N1 (Swine Flu)? ). But the librarian did ask whether the sources I need is for research/personal opinion. As I gave detail information about my background, she gave responses and proposes suitable resources for my question.

Searching

The search process is the portion of the transaction in which behavior and accuracy intersect. Without an effective search, not only is the desired information unlikely to be found, but patrons may become discouraged as well. Yet many of the aspects of searching that lead to accurate results are still dependent on the behavior of the librarian. As an effective searcher, the librarian:

-Uses appropriate technology (such as co-browsing, scanning, faxing, etc.) to help guide patrons through library resources, when possible.

The librarian gave only web resources because my medium of interaction is just through online chat. If I enhanced my communication through e-mail or telephone, I might be able to receive various sources such as scanned, faxed and electronic resources.

Follow-up

The reference transaction does not end when the librarian leaves the patrons. The librarian is responsible for determining if the patrons are satisfied with the results of the search, and is also responsible for referring the patrons to other sources, even when those sources are not available in the local library. For successful follow-up, the librarian:

-Suggests that the patrons visit or call the library when appropriate.

The librarian did ask whether she gave enough information and suggest that I login again anytime if I have more questions.

Ways to improve online interaction communication skills in reference interview.

The librarian uses open-ended questioning techniques to encourage patrons to expand on the request or present additional information.

-Please tell me more about your topic.

-What additional information can you give me?

-How much information do you need?

The librarian uses closed and/or clarifying questions to refine the search query. Some examples of clarifying questions are:

-What have you already found?

-What type of information do you need (books, articles, etc.)?

-Do you need current or historical information?

Neutral questioning was developed to improve reference interviewing outcomes. Neutral questions are also known as “sense-making questions”. They “provide more structure than open questions, but are less likely to lead to premature diagnosis than closed questions. Sample questions include:

-Can you describe the kind of information you would like to find?

-Is there a specific question you are trying to answer?

-What are you hoping to find?

-Tell me what you’re ultimately trying to do, so I can head in the right direction.

-Can you give me a little background on your interest in this?

References

1.http://techinlibraries.com/cowgill.pdf

2.http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/guidelinesbehavioral.cfm

3.http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/virtrefguidelines.cfm

4.http://www.questionpoint.org/

5.http://www.webpages.uidaho.edu/~mbolin/willenbrown.htm