M05 Study Questions-Reference

Alisha Short
Please answer the following questions using your assigned readings and viewings this
module and other sources you find.  Be sure to give credit for outside sources by citing
in APA format (see M01):

1. List and describe at least two functions of the reference department.

The reference department helps library patrons get access to information they need in
the library. Patrons come to the reference department to ask for help in gaining accurate
and reliable information.

Research – The reference staff’s job is to take patron requests and answer questions.
The staff also helps patrons locate the information they need in the library. They will
assist with patron questions and help find the answers.

Public/Community Service – Reference librarians help patrons locate the information

they need faster. They will teach patrons on how to use the library catalogue and help
find books and materials on shelves. The staff will also recommend books to patrons
and give advice on searching for information.

2. Nonverbal communication plays a subtle but important role in the reference

interview.  List five positive nonverbal cues that are helpful to exhibit when working
the reference desk (in person).
1. A pleasant, even tone of voice. A patient and courteous manner is more
welcoming.
2. Maintaining eye contact is an important cue that expresses interest and a
willingness to assist.
3. Being aware of cross-cultural differences is important because the library
community is increasing in diversity. Each culture takes things a certain
way. Cultural customs or behaviors can prevent direct communication.
4. Body language plays an important part in putting patrons at ease. Prefer a
neutral stance, both hands to the side or placed behind the back.
5. Gestures, deliberate movements without words, are ways communicate.
Standing up when the patron walks through the door, offering them a
handshake, waving and smiling are ways of putting the patrons at ease.
3. Is it important to offer reference services 24/7? 

1. Why or why not?  

No, I don’t believe it is important to offer reference services 24/7. Reference staff may
be too busy to return to patrons for assistance or may only be available to offer chat
services during selected hours. Some libraries have limited staff and limited funding. I
think patrons should be understanding and realize that libraries are not open 24/7. They
have normal operating hours and the patrons should ask for assistance during those
times. Patrons require patience and special attention, that cannot be provided 24/7.

2. How do libraries work cooperatively to make this happen?

24/7 reference services would not work without library collaboration. Libraries can share
staff, technology, expertise and other resources. Patrons are not necessarily limited to
the resources within their local libraries. They would also use chat lines. Patrons can
ask questions and will receive pre-scripted replies.

4. According to Kenney (2015), what do patrons want from public library reference
service?  Please explain.

Patrons want help doing things, rather than finding things. Patrons want help with
technology. They need help with downloading e-books, creating resumes, job searches,
uploading files and seeking information. Some patrons need help with computers and
printing/faxing pages. Technology is advancing at a fast rate. Library staff must have the
knowledge to assist their patrons. Library staff must have the flexibility to actually work
with a patron for a period of time.

5. According to Albanese & Kenney (2016), is reader's advisory part of reference

service?  Why or why not?

Yes, reader advisory is part of reference services. Reader Advisory is a library service
that strives to help fiction and nonfiction readers find books to read for enjoyment.
Children and teens use reader advisory the most. Readers want recommendations and
help finding the right books. “Since reading is so important to everything we do, why not
celebrate our power to help everyone find just the right book?” Figuring out what the
patron really wants is a skill that librarians need today. If libraries successfully help
people out as best they can with what they need, their patrons will return for more.