Originally presented at Information Resources Service Class final Class Discussion at LIS Graduated Program, University of Indonesia, July, 2012. This presentation material Based on Book of Reference and Information Services in the 21st Century, 2nd ed. By Kay Ann Cassell and Uma Hiremath.
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
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