1. Reference and Information Services
Dr. Dania Bilal
IS 530
Spring 2006

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. 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 to identify the exact/true information need.

8. Research-Based or Complex Queries

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

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

11. Research Queries: Examples
What should we teach children about copyright and plagiarism?
Students to give examples.

12. User Instruction Type of programs: orientation Web-based
class-integrated
one-on-one
class-related

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

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

15. 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,
Push technology

16. Class Interaction
Share your experience on requesting assistance to find information in any type of setting.

17. Class Interaction Visit http://www.ipl.org Answer these questions:
Familiarize yourself with this digital library.
Answer these questions:
What reference tools are available for kids and how did you find them?
What link would you use to ask a question via ?