Reference Thursdays, Training Comments (0)
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:
General
4.1 Finds out what patrons have already tried, and encourages patrons to contribute ideas.
4.2 Constructs a competent and complete search strategy. This involves:
4.3 Explains the search strategy and sequence to the patrons, as well as the sources to be used.
4.4 Attempts to conduct the search within the patrons’ allotted time frame.
4.5 Explains how to use sources when appropriate.
4.6 Works with the patrons to narrow or broaden the topic when too little or too much information is identified.
4.7 Asks the patrons if additional information is needed after an initial result is found.
4.8 Recognizes when to refer patrons to a more appropriate guide, database, library, librarian, or other resource.
4.9 Offers pointers, detailed search paths (including complete URLs), and names of resources used to find the answer, so that patrons can learn to answer similar questions on their own.
In Person
4.10 Accompanies the patrons in the search (at least in the initial stages of the search process).
Remote
4.11 Uses appropriate technology (such as co-browsing, scanning, faxing, etc.) to help guide patrons through library resources, when possible.
jronan @ November 19, 2009
Reference Thursdays, Training Comments (0)
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:
General
2.1 Faces the patron when speaking and listening.
2.2 2.2 Focuses attention on the patrons.
In Person
2.3 Faces patrons when speaking and listening.
2.4 Maintains or re-establishes eye contact with patrons throughout the transaction.
2.5 Signals an understanding of patrons’ needs through verbal or non-verbal confirmation, such as nodding of the head or brief comments or questions.
Remote
2.6 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.
2.7 Acknowledges user email questions in a timely manner.
2.8 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.
jronan @ November 12, 2009