Ohio Reference
Excellence
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Asking Experts
What do you do when an answer isn't in the library's collection?
Who Knows the Answer
When beginning work on a reference question, it is often more
efficient and productive to ask yourself who knows the answer, rather than what book
contains the answer.
Remember, your job is to meet the patron's information need in
whatever way works best. Putting a patron in touch with a knowledgeable individual who can
help is often a far better way to really meet those needs. Don't be afraid to cultivate
local experts and call on them for help.
How can you locate local experts?
- You can use your own knowledge and contacts to identify people who can help.
- Be alert to the patrons. You will come to know their strengths and areas of expertise.
- Other staff often know the community and patrons well.
- The local phone directory, Web directory, or Chamber of Commerce Web site may help you
identify people working in various fields. Have a question on jewelry? Try a jewelry
store!
- Ask others for referrals. Even if people you know can't help, they may know of someone
who can.
- Read your local newspaper! Every issue! If it's available on the Web, links may be
provided to local experts.
- If you've exhausted all other possibilities, perhaps a colleague on a library listserv, forum, wiki or blog can help.
Major Point: It is often more efficient and productive to ask yourself who knows the
answer rather than what books contains the answer.
- Which of the 4 resources you've been working with has information on the population of
your town, your county, or the state?
Is there someone in your library or in your community who would have
this information?
Answers
Information & Referral
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Sometimes "who knows?" is faster than "what book?"
Use whatever works best!
A staff full of experts at Wickliffe Public Library!
 Can two O-positive parents produce an O-negative child?
Asking experts: according to a blood center supervisor, "There is a 20 percent chance
of this happening. If the grandmother is O-negative, the percentage raises to about 35
percent." Now you know!
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