इस ब्लॉग्स को सृजन करने में आप सभी से सादर सुझाव आमंत्रित हैं , कृपया अपने सुझाव और प्रविष्टियाँ प्रेषित करे , इसका संपूर्ण कार्य क्षेत्र विश्व ज्ञान समुदाय हैं , जो सभी प्रतियोगियों के कॅरिअर निर्माण महत्त्वपूर्ण योगदान देगा ,आप अपने सुझाव इस मेल पत्ते पर भेज सकते हैं - chandrashekhar.malav@yahoo.com
18. Reference Interview and Search Techniques
P- 05. Information Sources, Systems and Services *
By :Dr.Renu Arora,Paper Coordinator
MODULE 18: REFERENCE INTERVIEW AND SEARCH TECHNIQUES
DESCRIPTION OF MODULE
CONTENT WRITER: Mrs. C. M. ANAND, Scientist ‘F’ (Retd. NISCAIR-CSIR)
SUBJECT NAME: Library and Information Science
PAPER NAME: Information Sources, Services and Systems
MODULE NAME: Reference Interview and Search Techniques
MODULE ID: LIS/ISSS/18
PRE-REQUISITE: Information Sources, Reference Sources
OBJECTIVE: Learn to conduct reference interview and carry out
successful search to provide answer.
KEYWORDS: Reference Interview, Search Process, Search
Techniques
1. OBJECTIVES
After studying the module the learner will be able to:
Conduct a successful reference interview;
Categorize the types of queries received from the users;
Know basic search techniques to find answers to these queries;
Search information sources to find answers; and
Provide requisite answers or information sources to user’s satisfaction.
2. INTRODUCTION
Reference interview is a conversation between a user who is in need of information and a
librarian who assists in finding the required information. Reference interview may be conducted
in person, i.e., face-to-face, by telephone, or electronically such as e-mail, live chat, Instant
Messaging or other electronic means as requested by the user.
Reference interview, in fact is an intermediate step between the library users’ query and ideal
resources which provide answers to the query. Reference interview helps to know the query 2
thoroughly, the purpose for which information is needed, background of the user, what
information user has already collected and the type and amount of information required.
Although librarians should learn the elements of good reference interview, they must recognize
the fact that these steps may require to be modified to match each situation. According to
Cassell and Hiremath, “The reference interview is more an art than science. It is an ever
changing practice that requires responsiveness to the context rather than the application of
predetermined set of skills”.
In the subsequent sections you will learn how to conduct a reference interview and basic search
techniques that provide answers to users’ queries.
3. REFERENCE INTERVIEW- DEFINITION
Online Dictionary of Library and Information Science defines reference interview as “The
interpersonal communication that occurs between a reference librarian and a library user to
determine the person’s specific information need(s), which may turn out to be different than the
reference question initially posed. Because patrons are often reticent, especially in face-to-face
interaction, patience and tact may be required on the part of the librarian. A reference interview
may occur in person, by telephone, or electronically (usually via e-mail) at the request by the
user.”
A well trained reference librarian sometimes initiates communication if a hesitant user appears
to be in need of information. When a librarian approaches the user and enquires if the user
needs any help, instead of user coming to the reference desk, the service is called ‘Roving
Reference’. The roving reference also initiates reference interview.
4. REFERENCE INTERVIEW- CONDUCTED IN PERSON
The reference interview is the most important aspect of the reference process. The reference
interview determines what a library user needs. Conducting a successful interview is a skill that
requires understanding and practice. There are six stages of reference interview and each stage
is equally important. These stages are as follows:
Stage 1: Establishing Rapport with the User
Stage 2: Discussing and Clarifying the Question
Stage 3: Developing Strategy for Successful Search
Stage 4: Finding the Information and evaluating it 3
Stage 5: Follow up
Stage 6: Ending the Interview
These six stages are explained below:
Stage 1:
Establishing Rapport with the User
To establish rapport with the users, a reference librarian should possess certain identifiable
attributes. RUSA guidelines for Behavioral Performance of Reference and Information Service
Providers, list these attributes in five areas, viz. approachability, interest, listening/inquiring,
searching and follow-up. According to these guidelines, the reference librarian should be
approachable, show keen interest in users’ queries, should have good communication skills to
keep users engaged during reference interview, be efficient in searching and must follow up to
find out if users’ queries have been answered fully or not and suggest possible alternatives.
To be approachable, librarian should be visible at the point of users’ needs. He/she should not
pretend to be busy, when user approaches him/her. He should be poised, acknowledge user’s
presence, and make user feel comfortable by greeting and talk to the user in friendly manner.
Such gestures help the librarian to establish rapport with the user, put the user at ease and
make him/her feel that help is available here.
Stage 2:
Discussing and Clarifying the Question
Once a dialog has started, the librarian should interact with the user and clarify the question
posed by the user. First and foremost activity is to repeat the question to ensure that the
question posed by the user is the same as understood by the librarian. Then the reason for
which information is sought and what user has already done about it is to be enquired.
Depending upon user’s response, the search strategy can be worked out. It is often observed
that the first question by the user does not describe what the user really wants. Here, the
librarian must ask open ended questions so that the user comes out with specific answers,
instead of ’yes’ or ‘no’. Ohio Online Reference Excellence (ORE) on the Web Online Tutorial
lists, some of the open ended questions as follows:
Please tell me more about your topic.
What additional information you can you give me?
How much information do you need?
Please tell me more about sources you may use for your assignment.
Open ended questions give users a chance to express their information requirements in their
own words. Librarian should continue with clarifying questions until it becomes clear what user
really wants. At times, librarian has to rephrase the question to ensure that he/she has really
understood the question.
Here knowing user’s background is equally important, because the question posed may be the
same, but the sources to be searched may be different for different category of users. For 4
example, if a user wants information on ‘Blood Cancer’, then information required by a student,
a professional, a researcher, a patient or parents of a patient will be different. A student may
need information for a project work, for which an encyclopaedia article or book may serve the
purpose. A professional, i.e., a doctor may need this information for the treatment of his patients,
and then a database such as PubMed may have to be searched. Researcher may be requiring
information for latest articles on the subject for further research and then databases, such as
MEDLINE or PubMed may have to be searched to provide required information. Parents or
patient may require information on how to cope up with the problem, for which, a booklet from
the health services department may serve the purpose.
Stage 3:
Developing Strategy for Successful Search
Once the subject requirements of the user are clear, the librarian constitutes the search terms
and identifies most appropriate sources for the user. If the query is about a specialized subject
area with which librarian is not very much familiar, then there is no harm in seeking clarification
from the user and consulting a subject dictionary or encyclopaedia to get clear idea of subject
and its terminology. During the process of selecting search terms and identifying appropriate
sources, the librarian should be in communication with the user to ensure that the librarian is
proceeding in the right direction.
Stage 4:
Finding and Evaluating the Information
The next step is searching and locating the information. During the search process, the librarian
should be in touch with the user to show the search results and find out if these are meeting his
information requirements. This process should continue till user gets the required information or
has resources to examine. In case, user is not very much familiar with the use of identified
resources, appropriate instructions should be provided to the user in the use of those resources.
At the same time, attention should be paid to the quality of information by selecting high quality
sources. This can be done by using guidelines for the selection of reference material itself.
Once answer to the question is located, explain the user search strategy followed, names of the
sources used to find the answer, so that user can learn to find answers to similar questions on
his/her own in future. Also enquire from the user if additional information is required. This will
encourage the user to state what more information he/she needs.
Stage 5:
Follow-Up
Follow-up in the reference interview is essential, as it helps to know, whether information
requirements of the user have been met or not. If user query has not been answered to user’s
satisfaction, then revise the search terms or try other sources. Work with the user to narrow or
broaden the topic, when too much or too little information is identified. In case sources as well
as experts are not available in the library, refer the user to other sources or institutions as
deemed essential. Do not end the reference interview abruptly. It is librarian’s responsibility to
find out if user is satisfied with the search results and if not, then referring him to other sources,
experts or institutions. Overall purpose of the follow-up is to ensure that good service is
provided by the library and user is motivated to come back again when in need. 5
Stage 6:
Closing the Interview
Close the interview on a positive note. In case further information is required by the user, the
librarian should give him/her specific time frame to contact. In case of referral, the librarian
should take an appointment with the concerned institution or experts and inform the user
accordingly. For this librarian should take the name and contact details of the user and give the
user his/her name and contact details.
5. REFERENCE INTERVIEW- CONDUCTED REMOTELY
Modern libraries use electronic means to provide reference assistance. Answering questions by
e-mail, chat, Instant Messaging (IM) and Text Messaging (SMS) are not much different from
answering questions in person. The only difference is that the librarian cannot judge, whether
he/she is communicating well with the user or not as users’ facial expressions are not seen.
Reference service by e-mail has been offered by the libraries since mid-1990s. In service by email,
reference interview is in the form of a well-designed form, which user has to fill to provide
essential details of the query. As all the essential details are with the librarian, it becomes easy
to search and provide answers. Although, e-mail reference is slow, it is advantageous for the
librarian, as it gives him/her more time to research and provide better response.
Reference interview in Chat, IM, and SMS reference is conducted in real time. Here, immediate
response is required to be provided to the user. As short messages are exchanged to and forth,
librarian should immediately greet the user and acknowledge the receipt of the question. Then
enquire the purpose for which information is needed. Rephrase the question to ensure that the
question asked is understood. Once the query is clear, the librarian should provide the answer.
It has been observed that the kind of questions handled by this mode are usually of ready
reference type, or others requiring short answers. Specific search and research type of queries
cannot be handled by this mode. As questions and answers are short, the librarian may not
have contact information for the follow-up. It is, therefore, recommended that the librarian
should try to get e-mail address of the user, if they want to do the follow-up or encourage the
users to come to the library.
6. BASIC SEARCH TECHNIQUES
Based on the type of question, the search strategy can be worked out. Time required in
searching and finding the answer also varies with the type of question. In simple terms, the
search is an effort to translate the user’s query into keywords as acceptable by given reference
sources, and finding the answer.
The search process may be outlined in this way:
6
1. The query is first analyzed and clarified via the reference interview. From this, one
determines the type of question asked, the parameters to be established (that is the
purpose, scope, time span, amount of material, level of material, etc.), and the source(s)
or system(s) where the necessary information is likely to be found.
2. In case of a majority of ready-reference type of queries, some reference source usually
is available, the source is then consulted and answer is given.
3. In case of search and research type of queries (and more difficult ready-reference
questions), it is necessary to consider numerous sources and possibilities. (Katz, William.
A.)
6.1 Type of Questions
Most of the reference questions received by the libraries can be broadly categorized into five
types, viz. directional type; procedural type (questions pertaining to resources, rules and
regulations of the library); ready reference type; specific search type; and research type. These
are discussed below:
6.1.1 Directional Type
Directional types of questions are received from the library users who visit the library for the first
time. Such users need directional guidance about the general layout of the library such as,
where current issues and back issues of the periodicals are kept, where the reference collection
or text books are kept, or where is the card catalogue or OPAC for searching library holdings,
etc. Such directional types of queries do not require any search. On an average, a library
receives about 10% of directional type of queries.
6.1.2 Procedural Type
Questions pertaining to the rules and regulations of the library for members, policies and
procedures within the library, or holding information, etc. are procedural type of queries and do
not require any search. About 10% of the questions received by a library are of procedural type
of queries.
6.1.3 Ready Reference Type
Ready reference types of questions are fact finding questions which require a single
uncomplicated straight forward answer. These questions are about finding quick facts about
dates, persons, places, and statistics and like. There are questions like - What is the capital of
Zimbabwe? Who was the first president of America? When will the next solar eclipse occur?
What is the per capita income of India? How many newspapers are published in India? These
type of questions come under ready reference type of queries. The answers can be located in
standard reference books like dictionaries, encyclopaedias, ready reference sources, etc. The
time required to answer such questions ranges from 2 to 10 minutes. It is observed that, on an
average, a library receives about 30-40% queries as ready reference type questions which can 7
be answered from ready reference sources. The actual percentage may vary with the size and
type of library.
6.1.4 Specific Search and Research Type
The queries like ‘I have to write a paper on breeding and rearing of race horses. Where can I
find the information? I have to make a comparative study of socialism and communism, where
can I find the information?’ are specific search type questions, which require searching the
literature for specific topic. Whereas, research types of queries are from the researchers or
professionals, who require in-depth information on particular topic relating to research, or for
solving research problem, etc. Such queries require in-depth searching of formal as well as
informal sources of information to find answers.
6.2 Search Process
The queries relating to specific search and research type including more difficult ready
reference type require searching in secondary tools like bibliographies, indexes, catalogues and
databases to find the requisite sources containing the answer. Here the actual search strategy,
as well as possible sources, have to be worked out. Time taken to answer these questions also
varies depending upon the type of questions asked. Information may have to be searched in
diverse sources including informal sources to provide answer to the satisfaction of the user.
In case of specific search type of queries, the answers are likely to be available in books,
journals, etc. on the specific subject or topic. For this, library catalogue, bibliographies, indexes
etc. are searched to find books or other material on the subject.
Here librarian must determine
the likely subject headings, keywords, etc. which are most appropriate for the search.
Depending upon the number of items retrieved, the librarian may have to broaden the search,
narrow the search or carry out more specific searches to find the required material containing
the answer. During the search process, it is advisable to show the search results to the user, so
that only relevant material is selected and noted down. Once the search process is complete
and the relevant references are noted down, the next step is to locate the material in the library
and deliver it to the user for perusal.
Research types of queries require searching for the micro documents like periodical articles,
conference papers, etc. for finding the answer. For this normally bibliographic databases are
searched.
6.2.1 Searching Online Databases
Presently most of the databases are in electronic form and are available on the Web for
searching online. Steps involved in searching electronic databases varies from database to
database, because each database system has its own custom–built interface that allows
specific type of search with specific search operators and specific search commands. Most of
the online search service providers offer free training modules, which provide step-by-step
instructions to search the database and retrieve required information. In addition, there are
some basic steps a librarian must know for conducting computer based search. These steps are
as follows:
8
Step 1:
Registration with Internet Service Provider.
Step 2: Registration with Database Search Service Provider.
Step 3: Access Internet and Log on to the Database Search Service Provider.
Step 4: Select the Appropriate Database.
Step 5: Formulate the Search Expression.
Step 6: Search and Examine the Search Results.
Step 7: Reformulate Search Expression, if Required.
Step 8: Select and Save or Print the Retrieved Relevant Records.
These steps are explained below:
Step 1: Registration with Internet Service Provider
To search online databases, the library requires Internet connection. To get Internet connection
one has to register with Internet Service Providers (ISPs), like BSNL, MTNL or others. These
ISPs offer internet related services from Dial-up Internet access to Broad-band Access Services.
The charges for Internet connection vary with the type of connection required. Once registered,
the library gets a User ID and password to access the Internet.
Step 2: Registration with the Online Search Service Provider
In addition to Internet connection, one needs to register with online search service provider,
which provides access to databases for searching. Online search service provider may be a
vendor or an aggregator like EBSCO, ProQuest, Emerald or others, which provide access to a
number of bibliographic or full-text databases from different publishers, or a publisher providing
internet access to its own databases for online searching like H.W. Wilson, CAS, etc. On
registration with online search service provider the library gets a User ID and password. Online
registration is also possible. These days most of the academic and research libraries form a
consortia to access these databases through license agreement with the vendor, thereby
reducing the overall cost of accessing, searching and downloading the data.
Step 3: Log on to the Online Search Service Provider
This is usually done through the Web interface of online search service provider. At this stage
one should know the web address of the search service provider. For example, for EBSCO it is
(http://www.ebsco.com/). To access and search the database one has to enter user ID and
password. Most of the vendors offer online registration as well.
Step 4: Select the Appropriate Database
Next step is to select the appropriate database to search. Most of the online search service
providers allow users to browse through their database categories to select the appropriate 9
database(s). The Aggregator like EBSCO makes available full text and bibliographic databases
according to user category and institutions like sources for college and university level, hospitals
and medical institutions, government institutions, corporations, schools and public libraries.
EBSCO provides access to 370 full-text and bibliographic databases, over 515,000 e-books and
management services for 360,000 e-journals, e-journal packages and print journals. This
information helps the searcher to select appropriate database(s) to search. EBSCO also
provides linkages from bibliographic references to full text-journal articles.
Step 5: Formulate the Search Expression
This step requires selection of appropriate terms or phrases for searching the database. This is
normally done during the reference interview. In computer based search, the user is asked to fill
a form in which search question is stated. User is asked to write a paragraph on the search
topic, give purpose of the search and list one or two references, and names of important people
and institutions in the field. All this information helps to know the exact information requirements
of the user and helps in selection of suitable keyword(s) for searching the database. Then
keywords and synonyms for searching are listed. Many bibliographic databases have their own
specialized vocabulary (thesaurus) for searching the database. The thesaurus is usually
available online and one can select appropriate terms and phrases from this for searching the
database. At the same time one should have the knowledge of nature, content, and structure of
database, fields that are searchable, what search facilities are available, such as word search or
phrase search, and what appropriate operators are there. The search operators and syntax for
formulating the search expression vary from one database to other database. Once search
expression is formulated then actual online search is conducted.
Step 6: Search and Examine the Search Results
When the search string is entered into the system, the database starts displaying the results.
The searcher/information professional should check the results in user’s presence to ensure
that only relevant references are selected from the displayed list. If user is satisfied with the
results, then the list is printed and given to the user. If linkages are available from bibliographical
references to full-text journal articles, then relevant articles should be printed online and given to
the user.
Step 7: Reformulate Search Expression, if Required
If user is not satisfied with the finds search results, the searcher/information professional should
reformulate search statement. Online search is usually a repetitive process, where user
conducts several searches, compares the results and modifies the search statement or
conducts a new search in order to get best results. One can combine keywords using Boolean
Search operators, viz. AND, OR, NOT. ‘AND’ operator narrows the results to records that
contain both the search terms, e.g., Education and Distance Education. ‘OR’ operator retrieves
the items that contain either search term, e.g., education, or Distance Education or both
Education and Distance Education. Use of ‘OR’ operator usually retrieves more records. ‘NOT’
operator eliminates unwanted terms. 10
Step 8: Select, Save and Print Relevant Records
When search results are found to be satisfactory to the user, the relevant records should be
printed and given to the user. If linkages are available from bibliographical references to full-text
journal articles, then relevant articles should be printed online and given to the user.
The most common complaint of the end user is that in online searches too much irrelevant
references are retrieved. Users are basically satisfied with a few highly relevant citations rather
than all the citations pertaining to the question. In one of the studies, it was found that users
prefer fast and convenient way to retrieve a few good articles rather than all the articles in the
database. When asked to evaluate one system, 45 percent of the users felt that there were too
many irrelevant references. (Wilson 1978). It is, therefore, suggested that there should be more
detailed interaction with the user and the searcher/information professional to get the exact
information requirements of the user before the search process begins.
7. TYPES OF ANSWERS
Answers provided to the users’ queries may be in different forms. Answer may be in the form of
complete data or information, as normally provided in case of ready reference types of
questions; or in the form of sources like books, articles, journals, etc. containing the answer, as
provided in case of specific search type of questions; or in the form of bibliographical references
to the sources
containing answer, as provided in response to research type of questions.
According to Cassel and Hiremath,
answers provided to the user can be of different types and
provide various levels of utility for the user. For example, an answer may be elementary, skilled
or value-added. Though all answers are helpful to the user, value added answers provide
highest level of utility for the user and saves the time of the user.
Value addition can be done by providing original sources, instead of providing only
bibliographical references to these sources.
When there are several relevant sources to the
question, then librarian can point out which ones are most suitable to begin with as they contain
the most relevant information and are from the reputed publishers. Similarly, librarian can
explain to the user about the suitability of a particular web site or a database for search.
When value addition is not possible due to time constraints, the librarian can provide skilled
answers.
To provide skilled answers, the right sources are located, sifted and judged so that
only the best sources are selected for research consumption. In chat reference too, the skilled
answers would provide professional weighting of resources.
For example, a question was asked
about Turner syndrome.
The librarian was able to locate two authoritative web sites. One was
the acclaimed Merck Manual and the other was a special-interest national organization, the
Turner Syndrome Society. The user wrote back to say that he or she was confused because the
occurrence rates listed in the two sites were variant. Here, was the librarian’s assured answer.
“That’s tough call; they both are reputable sites. While Merck is a reference book, the site for
Turner Syndrome Society may be more in touch with the actual statistics, because they deal
exclusively with the condition.” (Guruzenda, 2005). 11
When right sources are not available in the library to provide the answers, then librarian should
refer the user to other special libraries, experts or institutions. For this, keeping the contact
details of medical, legal, business or other libraries is essential, so that the users may be
directed to other libraries when required.
Kwon and Gregory (2007) in chat reference service, surveyed whether users would be more
satisfied if RUSA guidelines were used. In their study, they found that following five behaviors
were strongest predictors of user satisfaction:
i) Receptive and cordial listening;
ii) Searching information sources with or for the patrons;
iii) Providing information sources;
iv) Asking patrons whether the question was answered completely; and
v) Asking patrons to return when they need further assistance.
8. SUMMARY
Reference interview is a conversation between a user, who is in need of information and the
librarian who assists in finding the required information. Reference interview helps to know the
query thoroughly, the purpose for which information is required and how much information is
required, timeframe within which information is required, background of the user and what
information user has already collected. Based on the type of question, the search strategy can
be worked out. Answering directional and procedural types of questions do not require
searching to provide answers. Ready reference types of questions require searching in standard
reference books and answers can be provided within five to ten minutes. Specific search and
research types of questions require searching in secondary tools like bibliographies, catalogues,
indexes and databases. User’s satisfaction should always be kept in mind while conducting
reference interview or searching to find the answer. For this, librarian should be receptive and
cordial, search information sources with or for the user, provide the requisite sources, enquire
from the user if he or she is satisfied with the answer and encourage the user to come back
again if in need.
TEXT FOR VOICE NARRATION
REFERENCE INTERVIEW
Reference interview is a conversation between a user who is in need of information and a
librarian who assists in finding the required information. Reference interview may be conducted
in person, by telephone, or electronically such as via e-mail, live chat, Instant Messaging, SMS
or other means as requested by the user. 12
Reference interview is an intermediate step between the library user’s query and ideal
resources which provide answers to the query.
REFERENCE INTERVIEW CONDUCTED IN PERSON
Conducting a successful reference interview in person, i.e., face-to-face is a skill that requires
understanding and practice. Reference interview helps to know the query thoroughly; the
purpose for which information is needed, background of the user, what information user has
already collected, and type and amount of information required.
STAGES OF REFERENCE INTERVIEW
There are six stages of reference interview and each stage is equally important.
Stage 1: Establishing Rapport with the User.
To establish rapport with the user, the librarian should be approachable, show keen interest in
user’s queries, should have good communication skills to keep user engaged during reference
interview, be efficient in searching and must follow up to find out if user’s queries have been
answered fully or not and suggest possible alternatives.
Stage 2: Discussing and Clarifying the Question
Once dialog is initiated, the librarian should clarify the question posed by the user, by enquiring
the reasons for which information is sought, what information user already has, time frame
within which information is required, how much information is required and type of sources
he/she is looking for. Here knowing user’s background is also important, because that will
determine the types of sources to be searched for providing answers.
Stage 3: Developing Strategy for Successful Search
Once the subject requirements of the user are clear, the librarian constitutes the search terms
and identifies most appropriate sources for the user. During the process of selecting search
terms and identifying appropriate sources, the librarian should be in communication with the
user to ensure that the search is in the right direction.
Stage 4: Finding and Evaluating Information
The next step is searching and locating the information. During the search process, the librarian
should be in touch with the user to show him the search results to find out if these are meeting
the desired information requirements. The process should continue till user gets the required
information or has resources to examine the same. Librarian should ensure that the sources
selected should be of high quality and from reputed publishers.
Stage 5: Follow-Up
Follow-up in the reference interview is essential, as it helps to know, whether information
requirements of the user have been met fully or not. If user’s query has not been answered to
user’s satisfaction, then revise the search terms or try other sources. Overall purpose of the 13
follow up is to ensure that good service is provided by the library and user is motivated to come
back again when in need.
Stage 6: Closing the Interview
Close the interview on a positive note. In case additional information is required by the user and
that is not available in the library, refer the user to other libraries, institutions or experts.
REFERENCE INTERVIEW CONDUCTED REMOTELY
Reference interview is conducted remotely when reference service is provided by telephone, email,
live chat, Instant Messaging, SMS or other electronic means.
In e-mail, the reference interview is in the form of a well-designed form which user fills to state
his information requirements. As all the essential details are with the librarian, it becomes easy
to search and provide answers.
Reference interview in Chat, IM, and SMS is conducted in real time. Here reference interview
cannot be elaborate, as only short messages can be exchanged to and forth. The types of
questions which can be handled by this mode are of ready reference type.
BASIC SEARCH TECHNIQUES
Based on the type of questions, the search strategy is worked out. Time required in searching
and finding information also varies with the type of question. Query is first analyzed and clarified
via reference interview. From this, one determines, the type of questions asked, the parameters
to be established (related to the purpose, scope, time span, amount of material, level of material,
etc.), and the source(s) or system(s) where the necessary information is likely to be found.
TYPES OF QUESTIONS
Most of the reference questions received by the libraries can be broadly categorized into
following five types:
Directional Type
Procedural Type
Ready Reference Type
Specific Search Type
Research Type
Directional and procedural types of questions do not require searching the literature.
In case of most of the ready reference types of questions, standard reference books are
consulted and answer is provided. Time required to answer such types of questions varies from
two to ten minutes.
SEARCH PROCESS14
Queries relating to specific search and research types including more difficult ready reference
types of questions require searching in secondary tools like bibliographies, indexes, catalogues,
and databases to find the requisite sources containing the answer.
In case of specific search type of queries, the answer is likely to be available in books, journals,
etc. on the specific subject or topic. For this, library catalogue, bibliographies, indexes, etc. are
searched to find books or other material on the subject.
Research types of queries require searching for the micro documents like periodical articles,
conference papers, research reports, dissertations, etc. For this normally bibliographic
databases are searched.
SEARCHING ONLINE DATABASES
Presently most of the databases are in electronic form and are available in CD-ROM or on the
Web for online searching. Eight basic steps are required for searching online databases.
Step 1: Registration with Internet Service Provider
Step 2: Registration with Database Search Service Provider
Step 3: Log on to the Online Search Service Provider
Step 4: Select the Appropriate Database
Step 5: Formulate the Search Expression
Step 6: Search and Examine the Search Results
Step 7: Reformulate the Search Expression, if required
Step 8: Select and Save or Print the Relevant Records.
TYPES OF ANSWERS
Answers provided to the user may be in different forms. Answer may be in the form of complete
fact, data or information, as provided in case of ready reference types of questions, or in the
form of sources like books, articles, magazines, etc. containing the answer, as provided in case
of specific search types of questions; or in the form of bibliographical references to the sources
containing the answer, as provided in response to research type of queries.
CHUNK TEXT
REFERENCE INTERVIEW 15
Reference interview is a conversation between a user who is in need of information and a
librarian who assists in finding the required information. Reference interview may be conducted
in person, by telephone, or electronically such as via e-mail, live chat, Instant Messaging, SMS
or other means as requested by the user.
REFERENCE INTERVIEW CONDUCTED IN PERSON
Conducting a successful reference interview in person is a skill that requires understanding and
practice.
STAGES OF REFERENCE INTERVIEW
There are six stages of reference interview and each stage is equally important.
Stage 1: Establishing Rapport with the User
Stage 2: Discussing and Clarifying the Question
Stage 3: Developing a Strategy for Successful Search
Stage 4: Finding and Evaluating Information
Stage 5: Follow-Up
Stage 6: Closing the Interview
REFERENCE INTERVIEW CONDUCTED REMOTELY
Reference interview is conducted remotely when reference service is provided by telephone, email,
live Chat, Instant Messaging, SMS or other electronic means.
BASIC SEARCH TECHNIQUES
Based on the type of questions, the search strategy is worked out.
TYPES OF QUESTIONS
Directional Type;
Procedural Type;
Ready Reference Type;
Specific Search Type; and
Research Type.
SEARCH PROCESS
Queries relating to specific search and research types including more difficult ready reference
types of questions require searching in secondary tools like
Bibliographies,
Indexes, 16
Catalogues, and
Databases
SEARCHING ONLINE DATABASES
Presently most of the databases are in electronic form and are available in CD-ROM or on the
Web for online searching. Eight basic steps are required for searching online databases.
Step 1: Registration with Internet Service Provider
Step 2: Registration with Database Search Service Provider
Step 3: Log on to the Online Search Service Provider
Step 4: Select the Appropriate Database
Step 5: Formulate the Search Expression
Step 6: Search and Examine the Search Results
Step 7: Reformulate the Search Expression, if required
Step 8: Select and Save or Print the Relevant Records.
ASSESSMENT AND EVALUATION
Multiple Choice Questions
Q. 1. Desirable attributes of a good reference librarian are
A. Approachability
B. Good communication skill
C. Knowledge of resources and searching skill
D. All of the above
Q. 2 Number of stages for conducting successful reference interview are
A. 3
B. 5
C. 6
D. 8
Q. 3. Specific search and research types of questions require searching in
A. Primary sources
B. Secondary Sources
C. Encyclopaedias
D. Directories
Q. 4. Answer to response and research type of questions may be in the form of
A. Bibliographical references to the sources
B. Ready reference sources
C. Primary sources
D. Magazines
Q. 5. Number of steps required to search online database are
A. 5
B. 6
C. 7
D. 8
Correct Answers Q. 1 DQ. 2 C Q. 3 B Q. 4 A Q. 5 D
True and False Statements
Q. 1. Directional types of questions do not require searching to provide answer.
Q. 2 Some of the ready reference types of questions require extensive searching to
provide answer.
Q. 3 Procedural types of questions cannot be answered without searching.
Q. 4 Specific search types of questions require searching the literature for particular
subject or topic.
Q. 5. Databases in CD-ROM format require Internet connection for searching.
Correct Answers Q.1 True Q. 2 True Q. 3 False Q. 4 True Q. 5 False
Fill in the Blanks
Q. 1. Internet connection is required to search………………..databases.
Q. 2. Answers to ready reference questions are available in
……………………………….books.
Q. 3. …………….types of questions require in-depth searching to provide answers.
Q. 4. In..………………..reference service, the librarian goes to the user and offers
assistance, instead of user coming to the reference desk.
Q. 5 In e-mail………………………is in the form of a well-designed form which user has to
fill to provide essential details of his query.
Correct Answers
Q. 1. OnlineQ. 2. Standard reference books
Q. 3. Research
Q. 4 Roving
Q. 5 Reference interview
SUPPORTING MATERIALS/LEARN MORE
GLOSSARY
Chat Reference A service provided by librarians on the Internet, that allows user to ask
questions. From anywhere and librarian and user will communicate
with one another in real time.
Instant Messaging A type of online chat with librarian and user in real time, which offers
text
transmission over the internet. More advanced IM can add file
transfer,
clickable hyperlinks, Voice over Ip or video chat.
SMS Short Message Service is a text messaging service component of
phone,
Web, or mobile communication systems. It uses standardized
communication protocols to allow fixed line or mobile phone devices to
exchange short text messages.
REFERENCES
Cassel, K. A. and Hiremath, Uma. Reference and Information Services in the 21st Century.
2
nd Ed. London: Facet Publishing Company, 2009.
Gurzenda, Mary-Jean. Q & A NJ Live Reference of April 26. (2005).
Katz, W. A. Introduction to Reference Work. Vol. I Basic Information Services. Vol. II
Reference Services and Reference Processes. 8th Ed. New York: McGraw-Hill Book
Company, 2001.
Kwon, Nahyun and Gregery Vicki L. “The Effect of Librarians Behavioral Performance in
Chat Reference Services.” Reference and User Services Quarterly 47, no. 2 Winter (2007):
137-148.
“RUSA Guidelines for Behavioral Performance of Reference and Information Service
Providers”. Reference and User Services Quarterly 44, no 1 Fall (2004): 9-14
WEB SITES
http://www.ebsco.com/
http://www.proquest.com/
http://www.emeraldinsight.com/
http://www.cas.org/http://www.ala.org/rusa/resources/guidelines/quidelines.behavioral/
http://www.olc.org/ore/
.........................................................................................................................................
No comments:
Post a Comment