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What’s up on The Reference and
Information Services in the 21st
Century
Muhammad Rosyihan Hendrawan
* Originally presented at Information Resources Service final class discussion at LIS Graduated Program, University of Indonesia, July, 2012
* Based on Book of Reference and Information Services in the 21st Century, 2nd ed. By Kay Ann Cassell and Uma Hiremath
endralife@gmail.com
http://endralive.wordpress.com
Introducing Reference and Information Service
• Kind of sintetic informations
• Answering reference questions
(ready and research questions +
bibliographic verification)
• Reader’s advisory service
• User instruction
• Selecting + Evaluating
• Creating finding tools + Web sites
(pathfinder, webliographies,
database)
Continue...
• Evaluating staff + services (What
results so far and the future?)
• Promotion + marketing
• Ethics
• The changing nature of reference
(Librarians should be ready with new
technologies impact)
• Reference interview (why and what
we know?)
• Conducting rapport with user
• User instruction (establishing
rapport, negotiate, develop strategy,
ensuring => follow up, and closing
interview)
• Problematic Strategies (imposed
query, the communication trap,
behaviour to avoid)
• Telephone interview
Determining the Question: In-person, telephone,
virtual reference interview
Continue..
• Answering virtually
• Approach => New RUSA guidline
• Cultural differences
• Improving skills (practice + develove
=> approachable, listening,
knowledge, source, posing and
follow up questions)
• A Look ahead
• Tools of the answering :
categorized, visualized, tested
• Conducting rapport with user
• Types of answer (elementary => skilled
=> value-added)
• Common pitfalls in reference
answering (wrong, inappropriate,
avoidance, poor knowledge of
resource, lack of follow up, inadequate
search skill, )
Finding the answer : basic search techniques
‘
‘Time-consuming or quick, simple
or complex, current or
retrospective, specific or cross-
dicipline, single or multisource,
and...
User appropiate’ 
Step 1
back
‘
‘Visualizing (from) Analytical
requirement, circulated print,
current statistic’ 
Step 2
back
‘‘Creative browsing, sub-
categorizing, overview’ 
Step 3
back
Selecting and
Evaluating Reference
Materials
Evaluation
criteria
Choosing
(print/elect
ronic)
Manage ref.
budget
Writing
ref.collection
development
policy
Ongoing
assessment
ref.
collection
Promoting
+ marketing
ref.material
Identify,select,
evaluate new
ref.material
• Of car design + learning style
• Organizing reference departments
• Organizing staff (reference desk +
consultation)
• Managing of service delivery
(roving, mobile, virtual)
• New roles (management =>
electronic resource, web, reference
marketing, virtual reference service
evaluation)
• Further considerations (POSDCORB +
SWOT)
Managing Reference Developments
Final Thought...
“Thank you everybody...”

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What’s up on the reference and information services in the 21st century

  • 1. What’s up on The Reference and Information Services in the 21st Century Muhammad Rosyihan Hendrawan * Originally presented at Information Resources Service final class discussion at LIS Graduated Program, University of Indonesia, July, 2012 * Based on Book of Reference and Information Services in the 21st Century, 2nd ed. By Kay Ann Cassell and Uma Hiremath endralife@gmail.com http://endralive.wordpress.com
  • 2. Introducing Reference and Information Service • Kind of sintetic informations • Answering reference questions (ready and research questions + bibliographic verification) • Reader’s advisory service • User instruction • Selecting + Evaluating • Creating finding tools + Web sites (pathfinder, webliographies, database)
  • 3. Continue... • Evaluating staff + services (What results so far and the future?) • Promotion + marketing • Ethics • The changing nature of reference (Librarians should be ready with new technologies impact)
  • 4. • Reference interview (why and what we know?) • Conducting rapport with user • User instruction (establishing rapport, negotiate, develop strategy, ensuring => follow up, and closing interview) • Problematic Strategies (imposed query, the communication trap, behaviour to avoid) • Telephone interview Determining the Question: In-person, telephone, virtual reference interview
  • 5. Continue.. • Answering virtually • Approach => New RUSA guidline • Cultural differences • Improving skills (practice + develove => approachable, listening, knowledge, source, posing and follow up questions) • A Look ahead
  • 6. • Tools of the answering : categorized, visualized, tested • Conducting rapport with user • Types of answer (elementary => skilled => value-added) • Common pitfalls in reference answering (wrong, inappropriate, avoidance, poor knowledge of resource, lack of follow up, inadequate search skill, ) Finding the answer : basic search techniques
  • 7. ‘ ‘Time-consuming or quick, simple or complex, current or retrospective, specific or cross- dicipline, single or multisource, and... User appropiate’  Step 1 back
  • 8. ‘ ‘Visualizing (from) Analytical requirement, circulated print, current statistic’  Step 2 back
  • 9. ‘‘Creative browsing, sub- categorizing, overview’  Step 3 back
  • 10. Selecting and Evaluating Reference Materials Evaluation criteria Choosing (print/elect ronic) Manage ref. budget Writing ref.collection development policy Ongoing assessment ref. collection Promoting + marketing ref.material Identify,select, evaluate new ref.material
  • 11. • Of car design + learning style • Organizing reference departments • Organizing staff (reference desk + consultation) • Managing of service delivery (roving, mobile, virtual) • New roles (management => electronic resource, web, reference marketing, virtual reference service evaluation) • Further considerations (POSDCORB + SWOT) Managing Reference Developments
  • 12. Final Thought... “Thank you everybody...”