Answer Key
Suggested Answers for Module 2 Exercises
How would you paraphrase the following questions?
a. Do you have the owner's manual for this model washing machine? Mine needs repair.
Your washer isn't working and you need repair information.
b. I'd like to get some ideas on building a chair.
You want to build a chair, perhaps see plans or designs to adapt.
Give examples of open questions that you could ask in response to the following
queries:
a. I need information on a '57 Chevy.
What kind of information do you need about a '57 Chevy?
b. Do you have any material on Turkey?
Is there something specific you need to know about Turkey?
c. Where's the small business section?
Can you give me an example of the kind of information you are looking for on small
businesses?
How would you clarify the patron's request in the following examples?
a. Do you have sex education movies for kids?
Would you like them geared toward children or something aimed at parents that would
help you formulate a discussion?
b. How can I get this article?
We could see if the library subscribes or has it online; if not, we could try interlibrary loan. Do you need that particular article or would other current information
on the same topic, which you could get right away, help?
c. Where are the books for the fourth graders?
Are you working on a school assignment? Did your teacher give you any guidelines? (If
not and it's for pleasure reading, ask some standard reader's advisory questions.)
Examine the example of a reference worksheet or use your library's reference worksheet.
- Describe how the worksheet below can help you gather the 6 pieces of evidence.
- What would you personally add to the worksheet to help you remember to get all the
information?
There are no exact answers. If the reference form that you use does not have specific
places to write out the 6 pieces of evidence (Purpose, Deadline, Type and Amount, Who,
Where, and The Basic Question), find a way to make the form work for you. Using a written
form during the reference interview is a good habit to acquire. The form can serve as a
reminder of the types of questions you should be asking.
- In addition to the examples given, think of at least two more ways to say "do you
have everything you need?" that you would be comfortable using as a follow-up
question at the end of a reference interview.
- What is the purpose of follow-up questions?
The purpose of follow-up questions is to double check that the information need (not
necessarily the same thing as the question asked) has been met.
Follow-up questions also ensure that you're giving good customer service. The follow-up
is the quality check that will bring the customer back the next time they need
something. You are demonstrating that you care about the quality of the information they
received.
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