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Good reference behavior

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The document discusses the phases of a reference interview between a library patron and employee. It describes the importance of listening to understand the patron's need. The example interview transcript shows the employee using open-ended questions to clarify that the patron is looking for information about the Hindenburg airship crash in New Jersey rather than actual flying gerbils. The employee then leads the patron to resources that can provide what they need.

FormationTechnologie
1  sur  30
or Where are your books on flying gerbils?
[object Object],REFERENCE TRANSACTION ,[object Object]
HOW DO YOU ANSWER A QUESTION? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
PHASES OF THE REFERENCE INTERVIEW ,[object Object],[object Object],[object Object],[object Object],[object Object]
1. APPROACHABILITY ,[object Object],Customer Reference & Information Service Provider Bibliotoons : a mischievous meander through the stacks & beyond / by Gary Handman.– Jefferson : McFarland & Co., 1990. Copyright 1990 Gary Handman WRONG!
2. INTEREST or Reference and Information Service Provider
3. LISTENING/INQUIRING ,[object Object],Reference and Information Service Provider Customer
3. LISTENING/INQUIRING ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
USE OPEN ENDED QUESTIONS TO ENCOURAGE CUSTOMERS TO EXPAND ON THEIR REQUEST OR TO GIVE YOU MORE INFORMATION. ,[object Object],[object Object],[object Object],[object Object]
USES OPEN ENDED CLARIFYING QUESTIONS TO REFINE THE SEARCH QUERY. ,[object Object],[object Object],[object Object],[object Object]
USES CLOSE ENDED QUESTIONS TO BE SURE THAT YOU UNDERSTAND WHAT THE CUSTOMER WANTS. ,[object Object],[object Object],[object Object],[object Object]
[object Object],3. LISTENING/INQUIRING OR THE REFERENCE INTERVIEW
3. LISTENING/INQUIRING ,[object Object],[object Object],[object Object]
3. LISTENING/INQUIRING ,[object Object],[object Object],[object Object]
3. LISTENING/INQUIRING ,[object Object],[object Object],[object Object]
3. LISTENING/INQUIRING ,[object Object],[object Object],[object Object]
3. LISTENING/INQUIRING ,[object Object],[object Object],[object Object]
3. LISTENING/INQUIRING ,[object Object],[object Object],[object Object]
3. LISTENING/INQUIRING ,[object Object],[object Object],[object Object]
3. LISTENING/INQUIRING ,[object Object],[object Object],[object Object]
3. LISTENING/INQUIRING ,[object Object],[object Object],[object Object]
3. LISTENING/INQUIRING ,[object Object],[object Object],[object Object]
3. LISTENING/INQUIRING ,[object Object],[object Object],[object Object]
3. LISTENING/INQUIRING ,[object Object],[object Object],[object Object]
FLYING NAZI GERBIL CIRCA 1937. (ALSO KNOWN AS A DIRIGIBLE)
WHICH FLYING GERBIL PHOTO WILL YOU FIND? ,[object Object],OR
4. SEARCHING ,[object Object],[object Object],[object Object],[object Object]
WHERE TO SEARCH ,[object Object],[object Object],[object Object],[object Object]
5. FOLLOW-UP ,[object Object],[object Object],[object Object]
 

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Good reference behavior

  • 1. or Where are your books on flying gerbils?
  • 2.
  • 3.
  • 4.
  • 5.
  • 6. 2. INTEREST or Reference and Information Service Provider
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 23.
  • 24.
  • 25. FLYING NAZI GERBIL CIRCA 1937. (ALSO KNOWN AS A DIRIGIBLE)
  • 26.
  • 27.
  • 28.
  • 29.
  • 30.