Review
All Modules
Congratulations!
You have now completed all the modules. And you're a better
person for it! Just one last quiz, covering the main points of all the modules. Do the
following to review:
- Study the Module Reviews and the Answer Keys.
- Review the main points of Module 6 on this page.
- Use the links to go back to any page you want to look at again.
Overview 
Review Module 1, Answer Module 1
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. Following the reference process is necessary for
in-house and remote reference services.
Interview 
Review Module 2, Answer Key Module 2
The reference interview is a critical part of the reference
process. The reference interview determines what information library users need. Interview
skills require understanding and practice of paraphrasing, asking open questions,
clarifying, verifying, and gathering the Six Pieces of Evidence: Purpose, Deadline, Type
and Amount, Who, Where, and the Basic Question (What does the patron really want to
know?). At the end of the reference interview don't assume you've answered the
question, always ask a follow-up question such as "Does this completely answer your
question?" The reference interview is necessary in providing remote reference, and
requires learning special skills for using remote technologies.
People 
Review Module 3, Answer Key Module 3
Using model behaviors (approachability, comfort, interest,
listening, inquiring, searching, informing, and follow-up) in reference work will help you
overcome barriers and make visitors comfortable during the reference interview. What you
say and do when working with patrons is important in tricky situations, when working with
many people, doing telephone reference, or working with special groups of people. Be aware
that cultural, physical, or language differences, misconceptions about libraries, and
confusing library arrangement can be barriers to successful reference service. Model
behaviors are also necessary in remote reference situations. Special considerations are
needed when you cannot see the patron.
Strategies 
Review Module 4, Answer Key Module 4
Get the real question before you devise a search strategy! It
also helps to know the patron's source. Searching successfully requires an understanding
of library subject headings used in the library catalog and in the different kinds of
indexes used to locate reference resources -- indexes to whole books, parts of books,
articles, or other literary works. Understanding of search engines and effective Web
search strategies are necessary for good service. Providing accurate and current
information is critical, and looking up answers, even when we think we know, is always
necessary. When the answers aren't in the library, know when and where to refer patrons or
to use interlibrary loan. Throughout the process, keep track and keep your patron
informed, especially with remote technologies when the patron can't see what you are
doing.
Resources 
Review Module 5, Answer Key Module 5
Know the types of reference tools available to you and when
they are useful. Examining and evaluating resources and keeping up with new resources is
critical to providing current, accurate information to patrons. Become familiar with
essential and recommended resources, at least, and know how to use the catalog and indexes
to locate other sources. Know how to use Web subject guides to find resources, and use
reliable lists of recommended Web sites. A basic understanding of the arrangement of your
library, usually by Dewey, will help you find materials on the shelves and can be useful
in organizing in-house files and bookmarks.
Suggestions for examining, evaluating and locating resources
also apply to Internet resources and other online resources in your library and to the
electronic databases available through OPLIN. Make use of the local information that your
library may be keeping, such as pamphlet files and genealogy sources.
Ethics 
Answer Key Module 6
Review of Module 6 (starts here!)
Library staff use the reference process to fill information
needs of the communities they serve and perform reference work with consideration for
professional ethics.
What have you learned?
Ethics are not optional! When performing reference work, you
must carefully consider the issues in providing reference service equally and fairly.
During the reference interview and when providing information to patrons, privacy and
confidentiality are important, and you should be aware of the laws concerning
confidentiality. Libraries support free access to library information and the Freedom to
Read principles. Libraries serve communities under the laws and principles of the country,
state, and local government and are guided by professional ethics.
Professional Ethics
Considerations of professional ethics are important in the
reference process. Does your library support, or include in its policies, the Statement of
Professional Ethics or other guidelines for ethical reference work?
Major Point: Library work has important ethical considerations.
Many of these are expressed in the Statement of Professional Ethics.
Policies
You should be aware of your library's policies for the
following ethical guidelines:
Major Point: All libraries offering reference service should
have a statement of objectives, a description of the types and levels of services offered,
and guidelines to help personnel who provide this service.
Bill of Rights
Library policies contain guidelines about offering reference
service to the community, and serving everyone in the community, regardless of the beliefs
or affiliations of individuals or groups. Libraries should provide materials and
information presenting all points of view and should challenge censorship.
"The American Library Association affirms that all libraries are
forums for information and ideas...and books and other library resources should be
provided for the interest, information, and enlightenment of all people of the community
the library serves. Materials should not be excluded because of the origin, background, or
views of those contributing to their creation."
Free Access
Some library procedures and practices effectively deny minors
access to certain services and materials available to adults. Such procedures and
practices are not in accord with the Library Bill of Rights and are opposed by the
American Library Association.
Equal Service
Give every patron the same level of respect, attention, and
courtesy. Even if you do not agree with what the patron wants to do, even if you dislike
the information asked for, you must put aside your personal opinions and handle the
request in a neutral, impartial way. At work, you must remain unbiased. We do not make
judgments that some questions are more deserving of our time than others. All questions
are important to the person who is asking them and deserve our fair share of attention.
Major Point: All people in the community are entitled to equal,
unbiased library service, and all questions deserve equal treatment.
Confidentiality and Privacy
Confidentiality and privacy for library users are affected by
local, state, and Federal law. Stay informed about the effects on doing reference service
in your library with the USA PATRIOT Act, CIPA and Internet use for children, and state
law. The Ohio Confidentiality Law says that "library records and patron information
are confidential except if the parent, guardian, or custodian of a minor child requests a
library record or patron information pertaining to that child and in certain other
situations."
Major Point: Libraries must protect each user's right to privacy
and confidentiality.
Freedom to Read
From the Freedom to Read Policy Statement: "The freedom
to read is essential to our democracy. It is continuously under attack. Private groups and
public authorities in various parts of the country are working to remove books from sale,
to censor textbooks, to label "controversial" books, to distribute lists of
"objectionable" books or authors, and to purge libraries. These actions
apparently rise from a view that our national tradition of free expression is no longer
valid; that censorship and suppression are needed to avoid the subversion of politics and
the corruption of morals. We, as citizens devoted to the use of books and as librarians
and publishers responsible for disseminating them, wish to assert the public interest in
the preservation of the freedom to read."
 We must perform reference work in a professional and ethical manner
and protect patrons' rights in all steps of the reference process.
When You Finish
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! If you've completed all six modules, this is the end of the line!
  
  
Looking for more Ohio library training?
Orientation for New Staff
Marketing the Library
OLC Educational Opportunities
E-Learning Clearinghouse from WebJunction
One last thing!
Please fill out and submit the evaluation form to OLC.
|
Overview
Interview
People
Strategies
Resources