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Resurrecting Reference An Infopeople Webinar with Joan Frye Williams and George Needham July 31, 2008
Librarians Love Reference Thrill of the chase Constant variety Fun facts Independence Gratitude Feel smart
Civilians Don’t Boring Takes too long Information doesn’t solve the problem Dependence Feel stupid
…which leads to…
…and raises the question of… Denial Anger Bargaining Depression Acceptance
What to Do?
Can’t We Just Educate These People?
Time to Rethink
Rethink Who? Reference associates Dispatcher
Rethink When? 24/7 services Appointments
Rethink Where? Virtual –IM (Meebo Me, etc.) –Wikis –Twitter –Co-browsing Roving (lurking) Embedded
How The Library World Treats Civilians
The Decline and Fall of the Expert
What Civilians Really Want Convenience Quality Acknowledgement Ability to customize Respect for their time, intelligence, and priorities
Social Information Discovery
Disintermediation of Proprietary Databases
Limitations of Current Reference Models Library-centered Process dense Transaction-based Anonymous Unaccountable One at a time From scratch
Beyond the Right Answer to the Right Result Leverage library resources to Enable civilians to solve problems on their own terms for A reasonable investment of time, money, and effort.
Reference Deconstructed Intercept Triage Response Follow-up
Intercept At point of interest/need Integrated with other tasks Hip to hip “What can we do for you?” MLS not necessary
Triage How will answer be used? Chunk into increments as appropriate Match request to appropriate library service/resource MLS not necessary
Ready Response Directional How-to Referral MLS not necessary Symptomatic of need for system improvements: scripts, signage, automation, policy simplification
Extended Response Consulting Review/update/enhance your work Research Coaching/training MLS desirable
New Relationship Peer-to-peer Shared control Iterative Inclusive Collaborative Transformative
How Do We Define Ourselves? InformationTransformation InstitutionInfrastructure AltruismReturn on Investment PastFuture FrillNecessity
Ask yourself… Can someone overseas do it cheaper? Can a computer do it faster? Is what I’m offering in demand in an age of abundance?
Library as a Tool for Self-Actualization
Participatory Reference Work table rather than desk Layout, assemble, invite Show both information objects and relationships between them Save, revisit, and build upon previous collaborations
Follow-Up Did response meet expectations? Was response useful in specific circumstances? Would you use this service/consult this staff member again?
More Co-creation Less Desk-centricity
What Would Librarians Accomplish if We Didn’t Spend So Much Time on Desk
Let’s Continue the Conversation firstname.lastname@example.org@jfwilliams.com email@example.com@oclc.org Podcasts at http://feeds.feedburner.com/InfoblogGeorgeAndJoan
Futureproofing Your Library Association for Rural and Small Libraries Annual Conference September 19, 2008 Joan Frye Williams and George Needham.
An Infopeople Webinar with Joan Frye Williams and George Needham Tuesday, September 13, Noon to 1PM Infopeople webinars are supported by the U.S.
OCLC Online Computer Library Center Perceptions and Realities: Confronting the New Library Environment An Infopeople Webcast Joan Frye Williams and George.
Top Tech Trends for the Non-Technical An Infopeople Webinar with Joan Frye Williams November 30, 2010.
SHE BLINDED ME WITH LIBRARY SCIENCE! Fun Facts About a Future in Library & Information Studies.
Successful Middle Management An Infopeople webinar with Joan Frye Williams and George Needham May 4, 2010.
Measurements that Matter: Analyzing Patron Behavior Presented by Joan Frye Williams Tuesday, March 4, 2014.
Making A Career Decision Competency Category: Career Development Competency Number: A.5 Competency: Select an immediate job goal. Objective: Upon completion.
Seeing the Big Picture Presented by Joan Frye Williams Wednesday, May 20, 2015.
Information is Not Enough: Shaping the User Experience Information is Not Enough: Shaping the User Experience Presented by Joan Frye Williams
The Hopeful Workplace Presented by George Needham and Joan Frye Williams An Infopeople Webinar January 17, 2012 Infopeople webinars are supported by the.
Learn to Say No. Introduction Are you overscheduled and overstressed? With today’s busy schedules, you’re not alone. One way to pare down your schedule.
traditional reference services rethinking reference moving beyond library walls new roles, new responsibilities changing management to manage change.
Dealing with Grief and Loss
How to Enhance Personal Productivity By Janet Hadley
The 7 Habits of Happy Kids. The fact is, we are going to hear negative comments about ourselves from time to time. We cant stop it from happening, but.
Teens can get protective orders without notifying their parents against someone they are dating. at highest risk 70% of sexual assault cases.
Challenging Closing Scenarios Facilitated By: Joe Zente & Jorge Chavez.
The question: What, in your opinion, are the elements (attributes, ingredients) of an excellent library? The process: Write your answers on Post-its. Use.
Let’s Try These! Directions: Choose the appropriate response for each situation and/or expression below. Ready?
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