The Reference Process
ABRENA, Jamie B.
Reference Desk: Traditional name for the service desk in the library for research assistance.
Reference Librarian: A librarian who works in public services, answering questions posed by library patrons at a reference desk, by telephone, or via e-mail.
Definition of Terms
Reference Process: Requires discussion with the user about the request in order to gain a more complete understanding of the actual information need.
Reference Question: A request by a library user for information or assistance in locating information, which occurs in person, by telephone, or by mail or e-mail.
Definition of Terms
Reference Work: It refers to that branch of the library’s services which include the assistance given to readers in their search for information on various subjects. (Reference Service)
Definition of Terms
Information
The patron
The reference librarian
Primary Elements ofReference Process
OutreachReferenc
e Interview
Reference Search
Follow-Up
Steps of theReference Process
“a reference question is defined as a request from patron of a library for information of a
definite nature which he expects to be found in printed material in their like or for a certain
work or works not readily located in the library.”
- Margaret Hutchins
Classification ofReference Questions
(In general)
The user asks for a known item The user asks for information without any
knowledge of a specific source
Classification ofReference Questions
Four (4) Types ofReference Questions
DELA ROSA, Lorielyn G.
Data Retrieval
• Directional• Ready-reference
Document Retrieval
• Specific-search• Research
Four (4) Types ofReference Questions
Directional: These require knowledge of the physical layout of the library.
e.g. “Where is the catalog?” “Where are the indexes?” “Where is the telephone?”
Four (4) Types ofReference Questions
Ready - reference: These are typical ready-reference or data queries that require only a single, usually uncomplicated, straightforward answer.
e.g. “What is the name of the governor of Alaska?” “How long is the Amazon River?”
“Who is the world’s tallest person?”
Four (4) Types ofReference Questions
Specific - search: Specific-search answers almost always take the form of giving the user a document, example, a list of citations, a book, or a report.
e.g. “What is the difference between the conservative and the liberal views on inflation and unemployment?”“Do you have anything
on the history of atomic energy?”
Four (4) Types ofReference Questions
Research: A research query is usually identified as that coming from an adult specialist who is seeking detailed information to assist in specific work.
e.g. “What is the impact of current levels of unemployment on the social security systems
of France, the USA and Australia?”
Four (4) Types ofReference Questions
“conversation between a member of the library reference staff and a library user for
the purpose of clarifying the user’s needs and aiding the user in meeting those needs.”
- Bopp & Smith
Reference Interview
Initial Segment
• Welcoming• Gathering information• Confirming the exact question;• Intervention• Following up
Final Segment
Segments ofReference Interview
By subject
By source
By purpose
By inquirer
Approaches inAnswering Queries
Directional
Ready-reference
Specific-search
Research
Length of TimeSpent in a Question
Levels ofReference Service
LAO, Kholyn Kaye V.
James Ingersoll Wyer theorized in 1930 that reference work could be either “conservative,” “moderate” or “liberal”. Samuel Rothstein expanded Wyer’s theory in 1960 by characterizing reference service as “minimum,” “middling” and “maximum”.
Levels ofReference Service
Conservative / Minimum
Moderate / Middling
Liberal / Maximum
Levels ofReference Service
1. Analyze your topic.
2. Consider terminology.
3. Determine search limits.
4. Select your sources.
5. Be critical of your references.
6. Record your search results.
7. Know how to locate materials.
Steps inLiterature Searching
willingness and ability to listen to and work with library patrons
keep one's technology skills up to date monitor available sources of information willing to take precautions so that he or she
does not unwittingly steer patrons to inaccurate or inappropriate sources
be someone who is naturally curious and is able to make connections between different types of information. In many cases
Developing BasicLibrary Skills
learning how to identify good and appropriate reference sources and to validate information prior to providing it to reference patrons
willingness and ability to tactfully work with patrons
development and maintenance of technology skills as well as an awareness of online reference sources and social media
Developing BasicLibrary Skills