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Ohio Reference Excellence on the Web from Ohio Library Council
Ohio Reference
Excellence
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
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All Modules
Module 1   Overview
Module 2   Interview
Module 3   People
Module 4   Strategies
Module 5   Resources
Module 6   Ethics

Review of Module One

Overview of Reference Service

What Have You Learned?

     Reference service is a way for libraries to meet the needs of the communities they serve. Filling individual information needs requires discovering the real need behind a patron's first question. Patrons may not clearly express real information needs or may be limited by misconceptions about libraries. Many people have difficulty recognizing that information will help, what information is needed, how to find it, or how to apply it once they have it.

Finding the underlying "gap" in knowledge or problem to be solved behind the patron's opening question is an ongoing reference process that includes mediation and follow-up by public service staff. There are four basic steps in the reference process - outreach, determining needs (the reference interview), filling needs, and follow-up.

Do the following to review:

  • Review the Answer Key.
  • Review the following main points of Module 1.
  • Use the links to go back to any page you want to look at again.

Reference service

     What is reference and why is it important?
     Major Point: Libraries meet the information needs of the communities they serve.

Community needs

     What information is needed in your community for products, health, government, how-to, personal enrichment, work, and school?
     Major Point:  The one place in the community that can provide various types of information to everyone is the library.

First Contact

     Information needs of individuals in your community are not usually stated in patrons' first questions. The first question may just be a way to find out if you're friendly and approachable.
     Major Point: A patron's first question may be a way to find out if you are approachable and not an expression of the information need.

Misconceptions

     Library misconceptions prevent patrons from stating real information needs even if they've determined that you're an approachable person!
     Major Point: Patrons don't realize how libraries are organized and shouldn't have to when asking questions!

Real needs

     Sometimes patrons can't express real information needs. Patrons may be reluctant or unable to express needs of a personal nature or don't have a good understanding of what they really need. Many people are information illiterate: they have difficulty recognizing that information will help, what information is needed, how to find it, or how to apply it once they have it.
     Major Point: People often don't clearly express their real information needs.

Reference process

     An ongoing reference process is needed to assist patrons in filling real information needs, i.e. satisfying a "gap" in knowledge and solving problems.
     Major Point: Finding the underlying "gap" in knowledge or problem to be solved behind the patron's opening question is an ongoing process.

Steps of process

     The reference process involves many steps: encouraging patrons, finding need, finding information, and follow-up to be sure needs have been met.
     Major Point: Reference work is a process that includes mediation and follow-up.

Role of staff

     Filling information needs by following the reference process is a role of public service staff.
     Major Point: Public service staff performance is critical in meeting a community's information needs.

Libraries meet the information needs of the communities they serve.

Next!
    Quiz for Module One.

What to do when you finish the quiz...

When you have completed the exercises and quiz for this module, take them to your supervisor.

After your supervisor approves your work, you may print a Certificate of Achievement for the module for your supervisor and library director to sign.

Congratulations! You are part of quality reference service in Ohio!

Please fill out and submit the evaluation form to OLC.

Thanks!

  

 

 

 

Remember

Libraries use the reference process to fill real information needs of the community and of individuals.
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