LIS 221

INFORMATION
RESOURCES AND
SERVICES 1
 INTRODUCTION TO REFERENCE AND
INFORMATION SERVICES

Lessons in Module 1 include:

I. Reference and Information Services
II. Reference Work and Reference Service
III. Reference Process
IV. Reference Interview
V. Searching Procedures
Intended Learning Outcomes
At the end of this module, you are expected to:
1. Trace the historical background of reference and information services;
2. Describe the reference work;
3. Discuss reference service;
4. Explain the process of reference interview; and
Demonstrate basic search procedures.
Jahoda’s Model of Reference Process
DEFINITION AND HISTORICAL BACKGROUND OF REFERENCE AND INFORMATION
SERVICE

 Samuel Greens’ Personal Relation between Librarians and Reader’s, 1876

o He is the Father of Modern Reference Service
o assistance to library readers in searching for information
o suggesting books
o searching and gathering information for researchers
o reaching young people how to use the library and reference sources
o making users understand the system we use in the library

 Alice Bertha Kroeger (1902 and 1908)

o from “the assistance given to the readers in the use of the resources of the library” to
expanding the responsibility of the reference librarian to include guiding readers to
information and reference service as an activity not limited to librarianship.

 William S. Learned (1924)

o Specialized “intelligence service” with each person having his or her unique needs
 James I. Wyer (1930)
o Introduces the concept of interpretation and mediation aside from the aid and direction
o Reference transaction: inquirer, reference librarian, sources or materials
 Gilbert Mudge and Louis Shore (1930s)
o “everything necessary to help the reader in his inquiry” (Mudge)
o “interpret books to readers” (Shores)
 Ranganathan (1945)
o “the process of establishing a contact between a reader and his documents
in a personal way”
 ALA Reference and User Services Association (2000)
o “information services in libraries take a variety of forms including direct
personal assistance, directories, signs, exchange of information culled from
a reference source, reader’s advisory service, dissemination of information
in anticipation of user needs or interests, and access to electronic
information”
REFERENCE WORK and REFERENCE SERVICE

 Reference Work (Samuel Rothstein)

o Term emerged in the 1890’s
o Some overlap between the concepts of “reference work” and “reference service”
o According to Rothstein, reference work is the personal assistance given by the librarian to
individual readers in pursuit of information while reference service implies a “definite
recognition” of the responsibility for providing reference work
 Reference Service
o Vary with purpose of and size of the library
▪ Large library- have a reference section of several staff who deal with a wide variety of
subjects have a separate reference desk and a loans desk to meet the needs of its
clients.
▪ Smaller organization- has only one or two staff who must provide a wide variety of
services, although in a more specialized subject area.
 Reference Service (Gosling)
o The 5 reference services provided by a library include:
1. Assistance in using the library
2. Answering Requests
3. Reader Education
4. Literature Searches
5. Current Awareness Services
 REFERENCE PROCESS- William Katz (1986) defined reference process as the:
o the process of answering questions
o the process of satisfying specific, recurrent information needs
 The Reference Process also includes the following:
1. Encouraging the patron to contact the library when there is an information need.
2. Finding out what the real information need is.
3. Finding the information that will meet the need.
4. Making sure the patron’s need really has been met.
Jahoda’s Model of Reference Process
 Three (3) Major Parts of Reference Process:
1. The Reference Question
• 2 Major Types of Reference Questions
i. Ready-reference/Directional Questions
ii.Search/Research Questions
2. The Reference Interview
3. Search Strategy
 Model of Reference Process
 (presented from the book of Jahoda “The Librarian Reference
Queries” (1980)
1. Message selection - this is the identification of essential
information in the request of a library user.
2. Negotiation (Reference Interview)- the librarian must
determine whether any clarification of the query is required.
3. Identify categories of reference tools- it is in this step the
reference librarian determines whether to search for the answer
in a dictionary, encyclopedia, or other type of reference tool.
4. Selection of specific title to search - in this step the reference
librarian begins searching for an answer to the query.
5. Translate query words into language of answer providing tool.
6. Selection of answer - this is the crucial step because the
information identified in this step must be accurate and
complete if it is to be useful to the requester.
 THE REFERENCE INTERVIEW
• It is a structured conversation between a librarian and a library user, usually
at a reference desk, in which the librarian responds to the user's initial
explanation of his or her information need by first attempting to clarify that
need and then by directing the user to appropriate information resources.
• It is the face- to- face exchange between a librarian and a reader to
communicate, refine or clarify a reference enquiry. (Mortimer)
 Parts of a Reference Interview
 The reference interview is structured to help the librarian provide answers to
the library user. In general, the interview is composed of the following stages.
• Welcoming
• Gathering general information from the user and getting an overview of the
problem
• Confirming the exact question
• Intervention, such as giving information, advice or instructions
• Finishing, including feedback and summary
 Steps in a Reference Interview
● Find out what information the client requires.
● Ask the client to clarify the topic. You must avoid misunderstanding over
the meaning of the question.
● Repeat or paraphrase the question to ensure you know what is involved.
● Try to find out what the client already knows and what sources( if any)
have been consulted.

 SEARCHING PROCEDURES
 A Search Strategy
o It is the process of finding answers to reference queries in the fastest,
most efficient way.
o It is a plan for part or all of a search which guides in the selection of
search terms and strategies in the formulation of the search of a file.
 The 10 steps to Search Strategy
1. Identify the important concepts of your search.
2. Choose the keywords that describe these concepts.
3. Determine whether there are synonyms, related terms, or other variations of
the keywords that should be included.
4. Determine which search features may apply, including truncation, proximity
operators, Boolean operators, and so forth.
5. Choose a search engine.
6. Read the search instructions on the search engine's home page. Look for
sections entitled "Help," "Advanced Search," "Frequently Asked Questions,"
and so forth.
7. Create a search expression, using syntax, which is appropriate for the search
engine.
8. Evaluate the results. How many hits were returned? Were the results
relevant to your query?
9. Modify your search if needed. Go back to steps 2-4 and revise your query
accordingly.
 Try the same search in a different search engine, following steps 5-9 above.