      |
|
|
Reference ServiceReference service is valuable to the community.Tough QuestionsIs Reference Service easy? Not exactly, but it's interesting, challenging, and sometimes fun. What's the challenging part? Working with people. What's the fun part? Working with people! What Is Reference? Why Is It Important?The goal of reference work is to meet people's information needs. Reference work includes finding out what information people need and using library resources to provide that information. Libraries have many roles to play, but a library's reference and information service is especially valuable to the community it serves because of the characteristics of library service.
The library must reach out to people who have information needs, but have not thought of using the library. The library also must take steps to assure that all who contact the library are made to feel welcome and at ease using the library. Only in this way will the library fulfill its mission. Remote or Virtual ReferenceReaching out to the community and filling information needs with virtual reference methods is now a reality. "Virtual reference, also known as e-reference, is online reference service that assists patrons by placing answers to frequently asked questions (FAQs) on a library’s Web site, mounting selected reference tools, providing an e-mail address or Web form for library patrons to ask reference questions, and/or providing real-time assistance using chat or instant messaging software. Virtual reference can be provided by a single library or it can be a collaborative effort among many libraries. When the service is provided by a single library, the service offers 24/7 access, but not 24/7 response. When it is a collaborative effort among many libraries in different time zones, 24/7 response becomes possible."[Virtual Reference. Richard W. Boss in PLA Tech Notes, posted December 30, 2004.]The methods may differ, but the goal remains the same: find and fill information needs of the community. The need to conduct effective reference interviews, use skill in selecting search strategies, and be knowledgeable about resources, print or online, remains the same. The method of delivery and the need to be skilled in appropriate technologies is changing. Major Point: Libraries meet the information needs of the communities they serve.
Many of the ORE Module pages will ask you to work with the reference collection and with your local staff. Sometimes the best reference resources are the "human resources" Ask! Write down the answers to the exercise questions in this module and keep them to review with your supervisor at the end of the module. 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.
|
Searching blogs, RSS, Podcasts
|
You are here: OLC > ORE > Module 1 > What is reference? |
||
Interview
People
Strategies
Resources
Ethics
