1. Reference and Information Services Dr. Dania Bilal IS 530 Spring 2005

2. Definitions  Information/Reference service is the provision of information, guidance, and instruction to users  Reference librarians/information specialists are intermediaries between information sources and users

3. Purposes  Assist in meeting user information needs: – simple and complex – defined and ill-defined  Educate users in effective and efficient use of resources

4. Types of Services  Digital reference  Fee-based (Dialog searches)  Selective Dissemination of Information (SDI)  Reader’s advisory  User instruction  Other services

5. Types of Reference Queries  Ready Reference queries – Known as closed, fact-finding, or simple – Typically, they do not involve research – Have prescribed/target answers – One or two sources may provide the answer

6. Ready Reference Queries: APTs  Answer-providing tools (APTs): – almanacs, dictionaries, maps, directories, encyclopedias, atlases, etc.  APTs can be: – print (books, encyclopedias, newspapers, etc.) – electronic (databases, online catalogs, Web documents, etc.)

7. Ready Reference Queries: Examples  Do you have the URL of the American Library Association?  When did the American Civil War take place?  How should one address a congressman?

8. Nature of Ready Reference Queries  Usually direct and straightforward  Might require little negotiation when vague or uncertain – Negotiation is the interaction between a user and an intermediary that is undertaken to identify the exact information need.

9. Research-Based or Complex Queries

10. Nature of Research Queries  Open-ended  Multi-faceted  Require more time than RR queries to solve  Require a variety of APTs to use

11. Research Queries: APTs  Journals, magazines, books, encyclopedias, government documents, theses, etc.  Sources can be print and electronic

12. Research Queries: Examples  I need to find information about the impact of culture on the use of the Web.  What should we teach children about copyright and plagiarism?  What is the difference between usability and user-centered interface design?

13. User Instruction  Type of programs: – orientation – computer-/Web-based – class-integrated – one-on-one – class-related

14. Other Services  Fee-based – Online searching using commercially available databases  Term paper assistance – individualized and/or group-based

15. Other Services  Readers’ advisory – Guidance about selection of readings for issues or problems patrons face in their lives – Prevalent in public and school libraries

16. Other Services  SDI ( Selective Dissemination of Information ) – Customized service offered to researchers in academic and special libraries based on user interest profile  Digital/virtual reference – Remote reference assistance provided to users Chat software, email Push technology

17. Class Activity #1  Share the experience you have had with Reference librarians or other types of library services

18. Class Activity #2  Visit http://www.ipl.orghttp://www.ipl.org – Familiarize yourself with this digital library.  Answer these questions: – What reference tools are available for kids and how did you find them? – What link can you use to ask a question via email?