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Overview
Introduction 1
Reference service
Community needs
First Contact
Misconceptions
Real needs
Reference process
Steps of process
Role of staff
Review 1
Exercises 1
Quiz 1
Answer 1
[Also see Reader's Advisory Interviews]

Interview
Introduction 2
Interview defined
Paraphrase
Open questions
Clarify
Verify
6 pieces evidence
Remote
Follow-up, Ending
Review 2
Exercises 2
Quiz 2
Answer 2

People
Introduction 3
Approachability
Body language
Model behaviors
Barriers
Go with patrons
Special groups
Age groups
Different cultures
Phone & email
Tricky situations
Review 3
Exercises 3
Quiz 3
Answer 3

Strategies
Introduction 4
Search strategies
Patron sources
Subjects & terms
Indexing
Look it up
Accuracy
Asking experts
Info & Referral
Referrals
Keeping track
Inform patron
Review 4
Exercises 4
Quiz 4
Answer 4

Resources
Introduction 5
Examining
Catalog
Types
Lists
Dewey
Electronic, OPLIN
Internet sites
Your files
Review 5
Exercises 5
Quiz 5
Answer 5

Ethics
Introduction 6
Professional Ethics
Policies
Bill of Rights
Free Access
Equal Service
Confidentiality
Freedom to Read
Exercises 6
Review 1-6
Quiz for 1-6
Answer 6

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Links updated June 2008.
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