1. Information and Reference Services Dr. Dania Bilal IS 530 Fall 2009

2. Definitions  Information/reference service: – provision of information, guidance, and instruction to users  Reference librarians: – information specialists/intermediaries/mediators between information sources and users

3. Purposes  Assist in meeting user information needs  Educate users in effective access, evaluation, and use of information  Develop and maintain virtal and non- virtual collections to meet user needs

4. Information Services  Reference  Circulation  Interlibrary loan  Technical services  Digital depositories  Media digitization  Reserves

5. Reference Services  User mediation  User guidance  User instruction  Database searching  Digital/virtual reference  User referral  Mobile book service  Mobile libraries (on cell phones)

6. User Mediation  Identify user information need – Negotiation & mediation of need – Types of user queries Directional Factual Research

7. User Queries  Directional: location-driven  Factual: known as ready reference – Have target answers; tend to be simple  Research: require research to find relevant information sought – No target answers; tend to be complex

8. APTs  Ready Reference answer-providing tools (APTs) – almanacs, dictionaries, maps, directories, encyclopedias, handbooks, manuals, guides, atlases, maps, etc.  Other APTs – books, journal indexes, magazine indexes, databases, online catalogs, search engines, social networking sites, Web sites, etc.

9. User Instruction  Type of instruction – Orientation/guidance – Self-paced online tutorials – class-related – One-on-one

10. Database Searching  Fee-based – Access to vendor databases such as Dialog Command-driven (DialogClassic.com) Menu-driven (DialogWeb) – Not all libraries offer Dialog service – Dialog searches performed for users by experienced intermediaries or designated staff

11. Non command-driven databases  Menu- rather than command-driven  Web-based – Type, point and click! – Examples: databases accessible through Hodges Library, TEL databases

12. Other Services  SDI  Information & Referral  Virtual reference – Chat software – Email – Telephone

13. Reference and the Community  Who uses the library?  Are libraries competing with bookstores?  What type of users do libraries serve?

14. Serving Diverse/Special Groups  Multicultural groups  Refugees  People with disabilities  People of varied social backgrounds – Impoverished – Homeless