Novice Guide

​Welcome to the world of library reference services! Whether you're a new librarian or someone just interested in how libraries assist people with their information needs, this guide will walk you through the essentials of providing reference and information services. Think of it as helping someone who walked into a bookstore looking for guidance, except the bookstore also lends out its books for free, and you're there to provide personalized recommendations and instructions.

​What Are Reference Services?

Reference services are all about helping people find information. In a library, this can range from showing someone how to use the catalog to find a book, to assisting them with complex research for a project. It's like being a tour guide in the world of information—except you're also teaching people how to navigate on their own.

​Talking with Patrons: The Heart of Reference

Interacting with patrons is the most direct aspect of your job. It involves:
  • Listening: Paying attention to what the person is asking, just like a good friend who gives you their full attention.
  • Asking Questions: This is like being a detective—you ask questions to figure out exactly what the person needs, which is sometimes different from what they're asking.
  • Privacy: Always remember that whatever people tell you is confidential. Just like a secret, it's safe with you.

​Understanding What They Need: Assessing Information Needs

Here’s how you figure out what people are looking for:
  • What's the Goal?: Understand why they need the information. Are they writing a paper? Fixing a car? This helps you tailor your assistance.
  • Simple or Complex?: Some questions are easy ("Where's the bathroom?"), while others are harder ("How do I start researching my family tree?").
  • Fit the Response to the Person: Give information that matches the person's level of understanding. You wouldn't explain quantum physics to a five-year-old, right?

​Types of Questions You'll Encounter

  • Factual: Quick questions like "What's the capital of Canada?" Easy to answer with a quick lookup.
  • Research: These are bigger, like "Can you help me find sources for my thesis on climate change?" This involves teaching and guiding.
  • Directional: Simple directions, like "Where can I find cookbooks?" or "How do I log onto public Wi-Fi?"
  • Technical Help: When people need assistance using computers, printers or other technology.

​The Tools of the Trade: Reference Resources

  • Print vs. Digital: Some people like books, some like websites. Know both.
  • Databases: These are like special search engines for articles and specific information. Learning to use them is like learning to find hidden treasure.
  • Websites and Search Engines: Not everything on Google is true. Part of your job is teaching people how to tell good information from bad.
  • Community Info: You'll also direct people to local resources, like support groups or government services.

​Teaching in the Library: Instructional Services

You'll teach people things like:
  • How to Use the Library: Where everything is, how to check out books, and how to use the library's website.
  • Research Skills: How to tell if information is reliable, how to cite sources, and how to organize research.
  • Workshops: You might run classes on using specific resources, like a genealogy database or a new e-reader.

​When You're Not Face-to-Face: Digital Reference Services

This includes:
  • Virtual Help: Like answering questions through email or chat.
  • Social Media: Using platforms like Facebook or Twitter to answer questions and share information.
  • Troubleshooting: Helping people access and use e-books or online databases, which can sometimes get tricky.

​Ethics and Being Fair: Reference Ethics

Think of this as the "do the right thing" part:
  • Equal Help for Everyone: Whether it's a simple question or a hard one, treat every person with respect and give them the best help you can.
  • Knowing Your Limits: Sometimes, the best way you can help someone is to refer them to someone else who knows more about the subject.

​Keeping Things Running Smoothly: Follow-up and Quality Assurance

This is about making sure people get what they need and that you’re always improving:
  • Following Up: Sometimes you might need to check back with someone to see if they found what they needed.
  • Getting Feedback: Ask people how you did and what you could do better.
  • Learning More: The world of information is always changing, and so should you.

​Keeping Track: Documentation and Statistics

Just like a business, you need to keep records of what you do:
  • Record Keeping: Write down what kinds of questions you get and how you helped. This helps you remember for next time and shows what the library helps with most.
  • Data for Decisions: Use the information you collect to make the library better—for example, if lots of people ask about a topic, maybe the library should get more books on that subject.
​That's the gist of it! Remember, your role is crucial in guiding and empowering people to find and use information effectively. It’s a job full of variety, challenges, and the satisfaction of making a real difference in people’s quest for knowledge.