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Ohio Library Council
Module Module 1
Introduction
Reference service
Community needs
First Contact
Misconceptions
Real needs
Reference process
Steps of process
Role of staff
Review 1
Quiz 1
Answer 1
About ORE
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Module 1   Overview
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Module 3   People
Module 4   Strategies
Module 5   Resources
Module 6   Ethics

Answer Key

Suggested Answers for Module 1 Exercises

Reference service

     1. Does your library have a mission statement, general policy, or reference policy that describes reference service polices, procedures, goals, or mission?

     2. Does the reference policy discuss the value of reference service to your community? If not, ask staff members what they think is the value of reference service in your community.

Keep the reference policy handy for exercises in all modules. Write down your ideas and any information from your reference policy about the importance of the library in your community and discuss with your supervisor. Information about the value of the library is often stated in the library's mission statement. Does your library have one?

Community needs

    1. Does the library's reference policy describe the community served or what makes your library's community special? If this is not part of a written policy, talk to the staff. They know all the answers (or at least have heard all the questions)!

     2. Does the reference (or collection development) policy discuss the information needs of your particular community,  i.e. what kinds of information the users of your library want or expect to find at the library (topics or subjects) and in what formats (books, videos, software, etc.)?

    3. Does the library's reference policy include serving the community with remote/virtual services?

Special collections in your library may reflect the special interests of your community. Statistics about the most frequently used materials in your library can reveal what's of interest to patrons. Fellow staff members usually have a good idea of the particular needs of your community.

First Contact

     Answer the following questions about your library. If you don't know the answers, ask your supervisor or reference staff.

  1. Is it possible to allow some privacy for working with a patron with a very personal question?
  2. What do you do, or see others doing, to make patrons feel comfortable when working to find answers to information needs?

You can find answers to these questions by talking to other staff who provide reference service, and by observing staff members work with patrons.

Misconceptions

  1. If you were looking for information about your town, how many different places in your library could you find that information? "Places" can be departments, special collections, fiction, non-fiction, A/V material, online material, etc.
  2. Do you think a new library user would think of all the places? How about a regular library user?

Think about it! Library users, new or frequent, have a difficult time understanding the variety and location of library information. Each library has different resources, but many of the following would be available:

  • materials listed in the catalog in the reference, adult, or children's departments;
  • electronic resources and databases available, especially local web sites;
  • fiction and non-fiction;
  • genealogy collections;
  • maps & atlases;
  • pamphlet files;
  • local magazines and the local newspaper;
  • any staff members who are knowledgeable about the community.

Role of staff

  1. Who is involved in reference service in your library? A whole department? A reference librarian? Anybody who's available? Just you! Large or small, the reference service provided by the library is critical. Identify everyone at the library who provides reference service.

If your library is large, ask to see an organizational chart. If your library has only a few people doing reference work, find out who does what and who can help you. Talk to your supervisor.

  

 

 

 

Take note!

There are no "right" answers for many of these questions. Discuss the questions with your supervisor or other staff members to learn how things work in your library.
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