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Honoring Accounts in Reference
         Encounters
  Carol A. Leibiger, Associate Professor
   Alan W. Aldrich, Assistant Professor
   University Libraries, University of South Dakota
Communication has at least two
dimensions.
                        Relational
   Content
                        dimension
   dimension
Reference transactions are about
content and relationships
Here’s the beginning of a typical reference
 interview…

http://www.youtube.com/watch?v=A-
  xvUN93pcY
Evaluation of reference: Accuracy
vs. customer satisfaction
                      S.S. Green (1876)content and
                            S.S. Green (1876)
                         reference has
                      Reference has content and
                      Reference has content and
                          interpersonal dimensions
                      interpersonal dimensions
                       interpersonal dimensions
                                 (Green, 1876)



   accuracy studies                                   patron satisfaction
      “55% rule”                                             studies
   (Crowley, 1968)                                   “willingness to return”
                                                       (Durrance, 1989)

                      accuracy increased by attention
                        to quality of interpersonal
                         communication with user
                          (Gers & Seward, 1985)
Librarians’ and users’ views of content vs.
relational dimensions (Radford, 1993)
• Librarians
  1. user attitude
  2. information and knowledge base (content)
  3. relationship quality
• Users
  1.   librarian attitude
  2.   relationship quality
  3.   approachability
  4.   information and knowledge base (content)
What have we learned?
• We know how librarians need to
  behave in a reference interview…
  –to increase accuracy
  –and ensure user satisfaction with the
   interpersonal dimension.
• We don’t know why.
What have we learned?
Why not?
Research on the reference process…
• consists of helpful advice and suggestions
• rarely goes beyond the exploratory level
• lacks a clear theoretical framework
  -Harris & Michell, 1986, 86-87
Why are we here?
• We’re not as polite as we could be in our
  responses to patrons.
• We often miss important information
  provided by our patrons.
• These affect accuracy and relations.
For instance…
Q:   I am a student at University Center in
     Sioux Falls and am having difficulty
     logging into the USD database system.
     Could you please send me the
     appropriate information to log in?
     Thank you for your time.
A:   To log into the USD databases, you
     need a USD e-mail name and password.
For instance…
Q:   I’m trying to get on the I.D. Weeks
     Library and it is not accepting my user ID
     and password. Please let me know
     what I’m supposed to use. I’m also
     searching for articles on aging and
     geriatrics…Any tips? This is all new to me!
A:   You first need to start on the Library’s home
     page. Then click on Research Databases.
     Then choose the database you want…
Patrons come to us with different
forms of requests.
• Simple requests:
                            Do you have the New York Times
                            on microfilm back to the 19th
  Are you open on           century? Also, do you have any
  Veteran’s Day?            other major dailies on microfilm
                            for the same period, e.g. Chicago
                            Tribune, Minneapolis Tribune?


      Is there a fax machine available for students
      at the library?
Patrons come to us with different
forms of requests.
• Stories with straightforward requests:
  Hello, my name is X, and I am currently a first year
  law student. I’m working with the Innocence
  Project of SD and am in need of an interlibrary
  loan from the SD State Historical Archives. The
  documents I would like to research are on
  microfilm, and the Archives webpage says that the
  loan of these items costs $8.48/reel. I was
  wondering if that cost is absorbed by I.D. Weeks
  Library, or if I would have to pay that myself.
Patrons come to us with different
forms of requests.
• Stories with straightforward requests:
  I was looking up a research article by using the
  Wilson Web service. I found the article I was
  looking for, but I have no idea if it can be
  found in our library. How can I know by
  looking at the results? Trends in Biotechnology
  v. 24 no. 2 (Feb. 2006) p. 62-7. This is the
  information I received, but it has no other
  links related to our library.
Patrons come to us with different
forms of requests.
• Stories with excuses, justifications, or
  concessions (= accounts):

 I need to find good reviews for the short story
 “Where Are You Going, Where Have You Been?”
 by Joyce Carol Oates. I haven’t found anything
 on it so far, and I have been searching all
 weekend, and my paper is due tomorrow. All I
 need is two sources.
Why give an account?
                • when a negative
                  judgment might be
                  made based
                  something said or
                  done (Scott &
                  Lyman, 1968)

                • to manage violations
                  of cultural norms
What would be a violation of
cultural norms in your library?

   Academic library


   Public library


   School library
An account with an excuse
I chose to find out whether or not a
                                         The patron demonstrates
fetus can actually hear music that is
                                         adherence to a norm of self-help
being played to them as some
                                         before asking in academic
people are told. In searching for
                                         libraries by showing some
information - I have a found a few
                                         search results.
sources, but I am wondering if you
could lead me in a direction of
finding a few more. I am not sure if I
am not typing in the best words for
                                         A potential excuse is offered to
the search to have more results
                                         account for why the patron has
come back, or if my topic is just a
                                         not found more results. The
topic that will only give back the
four-five articles I have found. Any     potential is offset by the
information you could give me would      suggestion that this topic might
be greatly appreciated!                  have only limited information
                                         available.
An account with a justification
I have been accessing Lexis Nexis from home
using remote access. For the past few days
it has been allowing me to start a search, it
pulls up the search results, but when I click
on a document link, I get a screen that says    The patron identifies
my session may have timed out, and it           the problem.
directs me back to the main page. So I tried
to access Lexis without remote access, but
now I can’t figure out what my password
and ID are, and it has told me I’ve exceeded
my allotted sign in attempts. I wouldn’t        The patron justifies
normally bother a librarian with this, but      asking for help.
when I tried the “contact us” button, it
referred me to the library. If you could help
me you’d be my hero forever.
An account with a concession
I’m working on a research
paper on Hutterite colonies
compared to popular society
living. I’m trying to find
                               An excuse is presented.
sources in your library. I’m
unsure how to go about
doing that?? I’ve tried all
that I could, and nothing
                               The patron makes a
seems to work. I must be
                               concession.
doing something wrong.
Can you help me?
What does it mean to be polite?
• A polite response attends to everything
  in a request (Clark & Schunk, 1980).


    Can you tell me
    the time?
What does it mean to be polite?
• Clark & Schunk (1980) : A polite
  response attends to everything in a
  request.                Yes, I can.
                          It’s 4 PM.

                                          Yes.


                             It’s 4 PM.
Polite responses to accounts
A polite response to a request associated
  with an account attends to everything in
  the request…
  – The account
  – The request
  – Any additional information
Consider the following
I am working on a presentation for a   Your topic is very interesting, but it’s
Multicultural Assessment class in      also very focused, which is probably
the School Psychology Department.      why you’re not finding sources
Mostly the presentation is supposed    specifically on your subject. You
to relate to current status of this    might need to look up information
students of North African descent in   on the demographics and
the US and how to better serve and     educational issues of students of
work with those from this              Northern African descent (in
population. I have searched several    databases like ERIC and Education
databases and ERIC, but I am not       Research Complete or a social
having much luck. Do you have any      sciences database like SocIndex),
suggestions on where to look or        then relate that information to what
search terms?                          you know or can find about
                                       assessment.
Consider the following
                                  Here are the steps to access
I've been trying to log in to
                                  your library records. When you
My Library Card, and each
                                  are in the “My Records” page,
time it tells me my username/     enter in your id-card barcode
password are invalid. I haven't   that is on the back side of the
                                  id-card. Enter this number in
had this problem before. I am
                                  the first box labeled “Library
a PhD student in the English
                                  Barcode ID.” In the second box
department, and I'm trying to     labeled “Password,” type in
renew my books before             your last name using all
                                  lowercase letters. Finally,
they're due on April 15th. Is
                                  select [your library] from the
there any reason that I can't
                                  list of libraries. This should
get into my account?              allow you to access your
                                  library records.
How would you respond?
Good morning. I am                Hi, the PsychInfo database will
wondering if you have any         give you some potential hits if
tips on finding information       you type the phrase “equine
regarding equine therapy for      therapy”…
troubled teens. I found a few
                                  Hi, I’m sorry you haven’t had
things within a few of the
                                  much luck in your search thus
databases, but nothing
                                  far. Let me suggest a few ideas
substantial. I need to use this
                                  for further searching…
data in the next week or so
and am not having much luck.      Hi, here is a tip you might try.
Any tips that you have would      Go to the PsychInfo database
be appreciated!                   and …
Gers & Seward (1985)
     • Improved interpersonal relations in
       the reference encounter


     • Greater user self-disclosure


     • Greater accuracy of the information
       provided (up from 55% to 76%)
Be polite.
                       Attend to
 Become more
                       all parts of
 aware of your
                       a request.
 use of language.




Listen for accounts.
    - Excuses
    - Justifications
    - Concessions
Contributors


                        Alan W. Aldrich
 Carol A. Leibiger
                        Assistant Professor
 Associate Professor
                        Instructional Services
 Information Literacy
                        Librarian
 Coordinator
                        University Libraries
 University Libraries
                        U. of South Dakota
 U. of South Dakota
                        Alan.Aldrich@usd.edu
 C.Leibiger@usd.edu
                        605-677-6614
 605-677-6089

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Honoring Accounts In Reference Encounters

  • 1. Honoring Accounts in Reference Encounters Carol A. Leibiger, Associate Professor Alan W. Aldrich, Assistant Professor University Libraries, University of South Dakota
  • 2. Communication has at least two dimensions. Relational Content dimension dimension
  • 3. Reference transactions are about content and relationships Here’s the beginning of a typical reference interview… http://www.youtube.com/watch?v=A- xvUN93pcY
  • 4. Evaluation of reference: Accuracy vs. customer satisfaction S.S. Green (1876)content and S.S. Green (1876) reference has Reference has content and Reference has content and interpersonal dimensions interpersonal dimensions interpersonal dimensions (Green, 1876) accuracy studies patron satisfaction “55% rule” studies (Crowley, 1968) “willingness to return” (Durrance, 1989) accuracy increased by attention to quality of interpersonal communication with user (Gers & Seward, 1985)
  • 5. Librarians’ and users’ views of content vs. relational dimensions (Radford, 1993) • Librarians 1. user attitude 2. information and knowledge base (content) 3. relationship quality • Users 1. librarian attitude 2. relationship quality 3. approachability 4. information and knowledge base (content)
  • 6. What have we learned? • We know how librarians need to behave in a reference interview… –to increase accuracy –and ensure user satisfaction with the interpersonal dimension. • We don’t know why.
  • 7. What have we learned? Why not? Research on the reference process… • consists of helpful advice and suggestions • rarely goes beyond the exploratory level • lacks a clear theoretical framework -Harris & Michell, 1986, 86-87
  • 8. Why are we here? • We’re not as polite as we could be in our responses to patrons. • We often miss important information provided by our patrons. • These affect accuracy and relations.
  • 9. For instance… Q: I am a student at University Center in Sioux Falls and am having difficulty logging into the USD database system. Could you please send me the appropriate information to log in? Thank you for your time. A: To log into the USD databases, you need a USD e-mail name and password.
  • 10. For instance… Q: I’m trying to get on the I.D. Weeks Library and it is not accepting my user ID and password. Please let me know what I’m supposed to use. I’m also searching for articles on aging and geriatrics…Any tips? This is all new to me! A: You first need to start on the Library’s home page. Then click on Research Databases. Then choose the database you want…
  • 11. Patrons come to us with different forms of requests. • Simple requests: Do you have the New York Times on microfilm back to the 19th Are you open on century? Also, do you have any Veteran’s Day? other major dailies on microfilm for the same period, e.g. Chicago Tribune, Minneapolis Tribune? Is there a fax machine available for students at the library?
  • 12. Patrons come to us with different forms of requests. • Stories with straightforward requests: Hello, my name is X, and I am currently a first year law student. I’m working with the Innocence Project of SD and am in need of an interlibrary loan from the SD State Historical Archives. The documents I would like to research are on microfilm, and the Archives webpage says that the loan of these items costs $8.48/reel. I was wondering if that cost is absorbed by I.D. Weeks Library, or if I would have to pay that myself.
  • 13. Patrons come to us with different forms of requests. • Stories with straightforward requests: I was looking up a research article by using the Wilson Web service. I found the article I was looking for, but I have no idea if it can be found in our library. How can I know by looking at the results? Trends in Biotechnology v. 24 no. 2 (Feb. 2006) p. 62-7. This is the information I received, but it has no other links related to our library.
  • 14. Patrons come to us with different forms of requests. • Stories with excuses, justifications, or concessions (= accounts): I need to find good reviews for the short story “Where Are You Going, Where Have You Been?” by Joyce Carol Oates. I haven’t found anything on it so far, and I have been searching all weekend, and my paper is due tomorrow. All I need is two sources.
  • 15. Why give an account? • when a negative judgment might be made based something said or done (Scott & Lyman, 1968) • to manage violations of cultural norms
  • 16. What would be a violation of cultural norms in your library? Academic library Public library School library
  • 17. An account with an excuse I chose to find out whether or not a The patron demonstrates fetus can actually hear music that is adherence to a norm of self-help being played to them as some before asking in academic people are told. In searching for libraries by showing some information - I have a found a few search results. sources, but I am wondering if you could lead me in a direction of finding a few more. I am not sure if I am not typing in the best words for A potential excuse is offered to the search to have more results account for why the patron has come back, or if my topic is just a not found more results. The topic that will only give back the four-five articles I have found. Any potential is offset by the information you could give me would suggestion that this topic might be greatly appreciated! have only limited information available.
  • 18. An account with a justification I have been accessing Lexis Nexis from home using remote access. For the past few days it has been allowing me to start a search, it pulls up the search results, but when I click on a document link, I get a screen that says The patron identifies my session may have timed out, and it the problem. directs me back to the main page. So I tried to access Lexis without remote access, but now I can’t figure out what my password and ID are, and it has told me I’ve exceeded my allotted sign in attempts. I wouldn’t The patron justifies normally bother a librarian with this, but asking for help. when I tried the “contact us” button, it referred me to the library. If you could help me you’d be my hero forever.
  • 19. An account with a concession I’m working on a research paper on Hutterite colonies compared to popular society living. I’m trying to find An excuse is presented. sources in your library. I’m unsure how to go about doing that?? I’ve tried all that I could, and nothing The patron makes a seems to work. I must be concession. doing something wrong. Can you help me?
  • 20. What does it mean to be polite? • A polite response attends to everything in a request (Clark & Schunk, 1980). Can you tell me the time?
  • 21. What does it mean to be polite? • Clark & Schunk (1980) : A polite response attends to everything in a request. Yes, I can. It’s 4 PM. Yes. It’s 4 PM.
  • 22. Polite responses to accounts A polite response to a request associated with an account attends to everything in the request… – The account – The request – Any additional information
  • 23. Consider the following I am working on a presentation for a Your topic is very interesting, but it’s Multicultural Assessment class in also very focused, which is probably the School Psychology Department. why you’re not finding sources Mostly the presentation is supposed specifically on your subject. You to relate to current status of this might need to look up information students of North African descent in on the demographics and the US and how to better serve and educational issues of students of work with those from this Northern African descent (in population. I have searched several databases like ERIC and Education databases and ERIC, but I am not Research Complete or a social having much luck. Do you have any sciences database like SocIndex), suggestions on where to look or then relate that information to what search terms? you know or can find about assessment.
  • 24. Consider the following Here are the steps to access I've been trying to log in to your library records. When you My Library Card, and each are in the “My Records” page, time it tells me my username/ enter in your id-card barcode password are invalid. I haven't that is on the back side of the id-card. Enter this number in had this problem before. I am the first box labeled “Library a PhD student in the English Barcode ID.” In the second box department, and I'm trying to labeled “Password,” type in renew my books before your last name using all lowercase letters. Finally, they're due on April 15th. Is select [your library] from the there any reason that I can't list of libraries. This should get into my account? allow you to access your library records.
  • 25. How would you respond? Good morning. I am Hi, the PsychInfo database will wondering if you have any give you some potential hits if tips on finding information you type the phrase “equine regarding equine therapy for therapy”… troubled teens. I found a few Hi, I’m sorry you haven’t had things within a few of the much luck in your search thus databases, but nothing far. Let me suggest a few ideas substantial. I need to use this for further searching… data in the next week or so and am not having much luck. Hi, here is a tip you might try. Any tips that you have would Go to the PsychInfo database be appreciated! and …
  • 26. Gers & Seward (1985) • Improved interpersonal relations in the reference encounter • Greater user self-disclosure • Greater accuracy of the information provided (up from 55% to 76%)
  • 27. Be polite. Attend to Become more all parts of aware of your a request. use of language. Listen for accounts. - Excuses - Justifications - Concessions
  • 28. Contributors Alan W. Aldrich Carol A. Leibiger Assistant Professor Associate Professor Instructional Services Information Literacy Librarian Coordinator University Libraries University Libraries U. of South Dakota U. of South Dakota Alan.Aldrich@usd.edu C.Leibiger@usd.edu 605-677-6614 605-677-6089