Cooperation in a Multi-Faceted Reference Department: Blending Resources,Personnel, and Services of Reference,Instruction, Interlibrary Loan,and Government Documents

SUMMARY

Cooperative reference is a valuable approach to serving patrons as well as a means of expanding one's professional knowledge. Members of the reference unit actively participate in cooperative reference for answering patrons' tougher queries, bibliographic instruction, and reference collection development. The cooperative efforts of our unit have expanded our ability to find better information faster. Cooperative reference extends to all librarians within the University Library as each librarian serves in a rotation to staff the reference desk on nights and weekends. Some of the benefits of practicing cooperative reference are the following: providing a balanced and sometimes more complete answer to a reference question; increasing the knowledge of the reference staff by sharing experiences; and increasing morale and support for the reference staff. All of this is accomplished by doing what librarians do best: sharing. Successful cooperative reference relies upon good communication within the department, respect for colleagues, flexibility, and commitment to serving our patrons.     

Paraprofessionals at the Reference Desk

Abstract

In this article Ms. Pedzich examines a growing model of research service the use of paraprofessionals at the reference desk. She identifies the skills needed of the paraprofessinal, the designing of a training program and developing policies, procedures and manuals to assist in a successful paraprofessional program.     

Using Google Scholar at the Reference Desk

ABSTRACT

Google Scholar has multiple uses as a reference tool of last resort, including citation completion, an alternative when catalogs are down, and interdisciplinary metasearching and database suggestion. During the reference desk transaction, users can be taught effective Google Scholar search techniques such as advanced search functionality and the nuances of results' groupings. In addition, reference desk interactions with Google Scholar give insight for instructional workshops.     

Taking Time for Legal Research Instruction at the Reference Desk

Summary

This article asks whether the law governing public access to judicial opinions mandates citation reform. An overview of the citation reform issue is provided followed by a discussion of various legal theories that may support the need for citation reform. The author includes considerations of the First Amendment, Substantive and Procedural Due Process, Equal Protection, The Freedom of Information Act and Copyright Law as well as state statutory provisions and the general common law.     

网站型参考咨询知识库兼虚拟咨询台的制作和应用技巧

论述了建立参考咨询知识库的意义和特点;并结合开发知识库的实践和经验,介绍了网站型知识库兼虚拟咨询台的制作方法和所具功能。     

Bridging an Intercultural Communication Gap at the Reference Desk

Abstract

Librarians need to be aware of cultural differences in how Asian students communicate and how they use libraries. Strategies and tips are provided to assist reference librarians to have successful interactions with the growing population of Asian LL.M students at American law schools.     

Telephone Calls Received at an Academic Library's Reference Desk: A New Analysis

ABSTRACT

It has been established that much of the assistance provided to library patrons at reference desks does not require the knowledge and expertise of a professional librarian. Is the same thing true of the telephone calls received at reference desks in academic libraries? This article reports the results of one academic librarian's reference desk transaction log analysis which focuses on the categories of assistance provided to patrons who called the library's reference desk.     

Adding Value at the Desk: How Technology and User Expectations are Changing Reference Work

The notion of what reference service ought to be continues to change as technology provides new ways to interact with users and alters their expectations of the library and librarians. As new tools for interaction become available, it is critical that librarians continuously evaluate their effectiveness at providing users with a valuable service that meets the needs of the community being served. By assessing tools and techniques in light of user expectations and satisfaction, librarians can come up with unique service programs that also incorporate their own knowledge and interpersonal skills.     

“联合参考咨询网”咨询服务平台分析

以"联合参考咨询网"为例,对该咨询平台的发展沿革、网上咨询的基本情况、系统功能等做了较全面的分析,展望了UCDRS未来的发展趋向.     

A Checklist for Starting and Operating a Digital Reference Desk

Summary

This article explores digital reference and offers practical advice to those interested in implementing a digital reference desk in their library. Digital/chat/online reference services are defined and practical guidelines on staffing, selecting and troubleshooting hardware and software, training, and marketing are offered for those establishing such a service.     

A Product of Social Interaction: Tag-Team Reference and Workplace Relationships

SUMMARY

Interacting socially with colleagues creates close workplace relationships. These relationships translate into a dynamic, synergistic environment at the reference desk, also known as tag-team reference. When two people work well together, they can bounce ideas off of one another and serve the users most efficiently. Reference librarians all have strengths and weaknesses and those who work closely together can rely on each other without worrying about the stigma of reference desk boundaries. While traditional training and advice literature do not stress the importance of workplace relationships, there are ways that librarians and libraries can successfully promote social interaction and nurture a collaborative, collegial environment.     

Ethics at the Reference Desk

No abstract available for this article.     

虚拟参考咨询台的建设与应用*

复旦大学图书馆虚拟参考咨询台提供电子邮件及实时在线咨询服务，本文介绍了本馆自行开发的虚拟参考咨询台的建设、功能及其在信息服务中的应用。     

Selling the Library from the Reference Desk

Abstract

Many library directors and administrators spend a significant portion of their time attempting to market the library and its services. Getting patrons into the library and keeping their business is an integral part of the day-to-day management of the library. This mission, however, is not always effectively passed on to the front lines to the one group of people who face the patrons on a daily basis -the reference librarians.

This article will show how the library's service points can be used as marketing tools; outline what librarians and public service staff should know about their library; and discuss ways in which reference service librarians can help further the library's marketing and public relations goals.     

Reference by Your Side: Redesigning the Library Help Desk

ABSTRACT

This bibliographic essay examines recent (1994–2006) research into the evaluation of reference effectiveness. Different methods for evaluating traditional in-person reference services are compared and contrasted from an unobtrusive or obtrusive methodology perspective, including those that use the “Willingness to Return” factor and the Wisconsin-Ohio Reference Evaluation Program (WOREP). A review of emerging trends is provided as well as recommendations for future research.     

Answering Copyright Questions at the Reference Desk: A Guide for Academic Librarians

Copyright compliance is a major issue in higher education, and academic librarians are being approached more frequently by students and instructors with questions as to how copyrighted works can be legally used for teaching and research. This article provides a brief orientation to U.S. Copyright Law and introduces print and online resources librarians can refer patrons to in order to make informed decisions regarding the use of copyrighted works.     

How to Avoid the Unauthorized Practice of Law at the Reference Desk

Summary

A librarian's duty to avoid the unauthorized practice of law limits what reference services can be provided. Traditional approaches to reference services are being influenced by new initiatives in delivering legal services and information. Pro se patrons and the reference librarians who serve them benefit from the web-based resources, authorized non-lawyer assistance programs, and other innovative programs now available. Identifying new resources and using them effectively should enable a librarian to provide excellent reference service while avoiding the unauthorized practice of law.     

The Humanist at the Reference Desk

Reference work, like technology, is rarely value-free, and librarians often respond to over-used but urgent topics such as drug abuse, pollution or welfare in a negative, weary way. The role of the humanist at the reference desk is to foster a sense of community by helping students uncover the complexities of these issues, by introducing students to the work of people and organizations who care deeply, and by showing students how to become informed and involved. A currently developing resource is the flood of house organs from these organizations. While some publications are regular serials indexed in standard sources, others are not, but all are the best effort the organization can make to present the views of its members. A simple practical way is suggested for making these serials available to students.     

Online Services at the Reference Desk

No abstract available for this article.     

Privacy and Accountability at the Reference Desk

The questions of expectation of privacy by the patron and the accountability of he reference librarian to ensure privacy are explored. Discussion reveals lhat different patron types have different expectations of confidentiality. Librarians have an ethical accountability based on ALA Codes of Ethics, but social and personal conflicts may arise. The reference librarian has no legal accountability to protect the patron's confidentiality during a reference interview. Although the Codes need to protect the librarian more and reflect the dualities, there may be no resolution to conflicts between professional and personal integrity.