Reference for Good
Customer Service
Presented by Hélène Golden
Fall 2012
Definitions of Reference
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Reference service is complex because it
involves a customer trying to describe
something they know little about
People never ask the real question
People don’t understand how libraries
work
Definitions of Reference
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People have very high expectations
regarding the availability of information
Reference / reader’s advisory is bridging
the gap between the customer’s needs
and the library’s resources
Reference work is fun
Definitions of Reference
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People don’t know how to assess
information for reliability
Reference / reader’s advisory done well
is wonderful customer service
Reference means answering questions
Being curious helps you be a good
reference librarian
Definitions of Reference
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Indifferent service adversely affects the
image of your library
You have to know your collection to be
good at reference and reader’s advisory
Reference is matching the
information need to resources
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It may include:
Answering informational questions
Reader’s Advisory
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determining the order of a series
locating genres
finding the name of a novel a film was based on
finding a book “just like this one”
finding read-alikes for popular books not available
on your shelves
Reference is matching the
information need to resources
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Instruction
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how
how
how
how
to
to
to
to
use an index
do research
“search smart” using Google
use the OPAC
Referral
Reference is a four-step
process
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1. Customers contact the library for
information (walk-in, website, telephone)
2. You find out what the REAL information
need is.
3. You find the information that meets the
need
4. You verify that the need has been met.
Canadian Library Association
Code of Ethics
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Members of the Canadian Library Association have the individual
and collective responsibility to:
1. Support and implement the principles and practices embodied
in the current Canadian Library Association Statement on
Intellectual Freedom;
2. Make every effort to promote and maintain the highest
possible range and standards of library service to all segments
of Canadian society;
3. Facilitate access to any or all sources of information which
may be of assistance to library users ; and
4. Protect the privacy and dignity of the library users and staff.
Passed by the Annual General Meeting of the Canadian Library
Association (76)
Ethics in Reference / RA
Service
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Accuracy of Information
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information is up-to-date
staff confirm answers
Censorship
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access to information must be a commitment
balanced collections
all questions must be answered nonjudgementally
deal with all interactions regardless of your
personal views or beliefs
Ethics (continued)
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Privacy
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two pieces of legislation you should know about: The Freedom of
Information and Protection of Privacy Act and Municipal
Freedom of Information and protection of Privacy Act.
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both impact our work in public libraries
the names and phone numbers of customers should not be visible
to anyone
personal information about any customers should not be accessible
by anyone other than staff
no information about any customer should be disclosed to anyone
substantial fines could be levied for wilful disclosure of personal
information
Interpretation
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we are in the business of supplying information, not interpreting it
The Reference Interview
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Purpose
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what’s the project or goal for which the
information is needed
what does the user intend to do with the
information
Deadline
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what is the date after which information
will not be useful
The Reference Interview
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Type and Amount
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how much information does the customer
want or need
in what format will this information be
most useful
Who
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how knowledgeable is the customer on this
topic
what information do they already have
The Reference Interview
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Where
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where did they hear about this
where have they already looked
The Basic Question
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what does the customer really want to
know or read?
Effective Searching
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Rule No, 1 – never answer the first question
that pops out of the mouth of your customer.
Rule No. 2 – save time by taking time to
negotiate a good reference interview.
Rule No. 3 – know where to look for the
answer
Rule No. 4 – know how to narrow or broaden
the search to find the perfect answer.
Handouts
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Behaviours that Contribute to Correct
Answers
Best Practices
Open Questions
Practice.
Reference Sources
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Ready reference sources
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Encyclopedias
Dictionaries
Atlases
Almanacs and Directories
Research resources
Databases
To Summarize
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Never assume
Always perform a reference / RA
interview
Use open-ended questions
Verify that you’re on the right track
Get comfortable with your resources
Check back with the customer