“Library” is not about the building; it’s about the services offered.

Kinds of Info Requests:

1. Directional

2. Ready reference

3. Specific search

4. Research help

5. Bibliographic verification

6. Instruction

7. ILL

8. Referral

RUSA Guidelines for reference behavior:

-         Approachable

-         Interested

-         Listening & inquiring (reference interview)

-         Search

-         Follow-up

Ref Interview:

-         Listen

-         Determine what the question is

-         Summarize

-         Seek answers

-         Give responses

-         Confirm

Search strategy:

-         What’s needed (general, then details)

-         Select access points

-         Select logical source

-         Get help if stuck

-         Get patron answer or referral

Reference source evaluation:

-         Authority

-         Scope

-         Organization

-         Format

-         Currency

-         Accuracy

-         Cost

Tiered service: in large (or academic) libraries, a chance to deploy diff levels staff. Can include e-ref; who is assigned to instruction, tech assistance

-         Info desk for directional, ready ref, etc.

-         Ref desk for in depth questions

-         Research consultation for serious researchers