The document discusses reference transactions in libraries. It defines a reference transaction as an information contact where a library staff helps a patron meet their information needs by recommending, interpreting, or instructing the use of information resources. A typical reference transaction involves a patron question, a reference interview, searches by the librarian, evaluations of answers and searches, an answer, and follow up. It does not include general assistance but is focused on addressing specific information needs.

2. REFERENCE TRANSACTIONS
are information consultations in which
library staff recommend, interpret,
evaluate and/or use information
resources to help others to meet
particular information needs.

3. REFERENCE TRANSACTION
is an information contact that involves the
knowledge, use, recommendations, interpre
tations, or instruction in the use of one or
more information sources by a member of
the library staff. It includes information and
referral services.

4. REFERENCE TRANSACTIONS
Do not include formal instruction or
exchanges that provide assistance with
locations, schedules, equipment,
supplies or policy statements.

5. FLOW CHART OF REFERENCE TRANSACTION
CUSTOMER
QUESTION
LIBRARIAN
SEARCH
ANSWER
FOLLOW
UP ANSWER
EVALUATION
SEARCH
EVALUATION
REFERENCE
INTERVIEW

6. THE ELEMENTS OF REFERENCE TRANSACTION
 CUSTOMER
 QUESTIO N
 LIBRARIAN
 REFERENCE INTERVIEW
 SEARCH EVALUATION
 ANSWER
 ANSWER EVALUATION
 FOLLOW UP

7. CUSTOMER
 The correct term for the people who use our libraries
(Hernon and Altman 1998)
 A student, a teacher, or a non-teaching staff who
poses a question on the media specialist in person or
via telephone, e-mail, or even virtual reference.

8. QUESTION
 The information need that the customer
wants answered.
LIBRARIAN
 The one who interact with the customer
and the question.

9. REFERENCE INTERVIEW
 This is where the librarian determine the exact
nature of the question being asked.
 The first feedback loop, a point at which the
librarian asks for or need input from the
customer.
 Negotiation

10. SEARCH
 The librarian conducts or guides the student
in order to answer their question.
 Search strategy must take into consideration
all of the library’s resources, including
print, electronic, and the entire learning
community, that may answer the question.

11. SEARCH EVALUATION
The librarian and the student
evaluate the information the
librarian found to see if she is in the
right track or if she have answered
the question

12. ANSWER
 Is more like guiding the student to find and evaluate the
answer on their own.
 55 percent rule
 Factors that influence the librarian’s ability to provide a
correct answer.
 Library skills and knowledge
 Knowledge of teaching and learning
 Desire to help students
 Service policies
 Schedule
 Resources

13. ANSWER EVALUATION
It is where the customer evaluates the
guidance received from the librarians and
decides whether the information answers
the question.
The librarian must evaluate the answer as
well.

14. FOLLOW UP
Involves checking back with a student she
previously helped to see how he is doing, to
answer any questions that might have arisen
and suggest new approaches to a search.
“Do not wait for the student to approach
you again, but be proactive ad go ask the
student if they need any further help.