17:610:540-02 REFERENCE SOURCES AND SERVICES
Fall, 2005 Rutgers University, SCILS
Thursdays, 8:30-11:10am
SYLLABUS
Revised September 1, 2005
Professor: Dr. Marie L. Radford, Associate Professor, Rutgers University, SCILS
Office: SCILS Building, Room 329
Telephone: (732) 932-7500 x8233 (o) Fax: (732) 932-2644 (SCILS Office)
E-mail: mradford@scils.rutgers.edu (best way to contact me)
Syllabus Web Page: http://www.scils.rutgers.edu/~mradford
Class Listserv: Lis540_02@rams.rutgers.edu
Location: Class meets Thursdays, 8:30-11:00am CIL 201
Office Hours (Room CIL 329): Wednesdays 3-5pm; Thursdays 11-12pm, 1pm-2pm
By appointment at other times.
Course Description: Focuses on the full range of information resources studied and used in applied contexts, placing emphasis on access to information through reference tools and the use of information by learners. Important considerations are an analysis of strategies for searching and evaluating these works and comparisons between printed and electronic media. Emphasis placed on research tools, communication, information services, policy development, and evaluation (Rutgers SCILS Catalog, 2003-2005, p. 39).
Goals: Upon completion of the course, students will have obtained an understanding of basic reference tools (print and electronic), their evaluation and selection, knowledge of the importance of and questioning strategies in the reference interaction, an awareness of the impact of information technologies, the range of, policy development, and evaluation of reference services..
Objectives: Upon completion of course, students will be able to:
1. Demonstrate knowledge of the development of reference service and the basic concepts.
2. Use reference service guidelines and policies as appropriate.
3. Articulate and model the critical functions of the reference interview, the interpersonal dimensions, and questioning strategies.
4. Recognize the impact of information technologies on reference services (networking, online sources, and the Internet).
5. Apply criteria to be used in evaluating reference sources
6. Apply the criteria to be used in evaluating reference collections.
7. Apply the selection principles and evaluation tools involved in building a reference collection.
8. Apply selection principles involved in providing reference sources for particular users in specific settings.
9. Apply a simple search strategy in providing reference assistance using a variety of formats (print, electronic, other media).
10. Use various reference sources to find answers to reference questions.
11. Model the dynamics of reference encounters including face-to-face and virtual environments.
Course Requirements:
Participation & Attendance 10%
7 Assignments 15%
Short Paper #1 (Ready Ref.) 20%
Short Paper #2 (Search Process) 20%
Webliography 15%
Short Paper #3 (Observation) 20%
100%
Required Text:Bopp, R. E.,
& Smith, L. C. (2001). Reference and Information Services: An
Introduction. (3rd ed.).
Readings: All readings are available at the Alexander Library or electronically as noted below. The Bopp & Smith textbook is available for purchase at the Rutger’s University bookstore. Make sure you buy the 3rd edition (2001) of Bopp & Smith. Additional readings and exercises will be assigned in class.
Structure: This course consists of lectures, discussions, exercises, and in class activities. Students are expected to do all assigned readings, to examine reference materials as assigned, to come to class prepared to discuss readings, assignments, and to actively participate.
Attendance & Participation: Attendance at all class meetings is required. A student who must be absent from a class meeting still has certain responsibilities:
To inform the professor in advance, or if advance notice is not possible, as soon after the absence as possible (see above for phone numbers/email address)
To arrange for delivery to the professor of any assignment due at the class meeting. Faxes and emailed papers will not be accepted unless given permission.
To obtain notes, handouts, etc. from a classmate (in anticipation of this need, each student is advised to exchange telephone numbers with one or two others in the class).
Points are deducted for: unexcused absences, coming late to class, or leaving class early.
Active participation includes, but is not limited to the following:
Being informed by assigned readings and demonstrating this by contributing to class discussions,
Asking relevant questions or challenging points raised in class,
Suggesting new ways of looking at things.
Attending the other section: There are 2 sections of this class. In the event that you must miss a class it is possible to attend the other section’s class. However, be aware that the syllabi are not totally in synch and that you should check the class website to see when the corresponding class you missed is being offered in the other section (and where the class is meeting since there are times when classes meet in Alexander Library). You do not need to ask permission to attend individual classes, but please inform the instructor so you can be marked present. Note that assignments are due on the deadlines for the class for which you are officially registered, unless permission is granted by the instructor.
Written Work: These guidelines must be followed for all assignments and papers. Papers that do not meet these standards will be returned to the student for resubmission before grading. Print out your paper and proof read it before submitting. Do not proof read from the screen.
Students must always keep second copies of all assignments that are turned in. In the case of a piece of written work becoming lost, regardless of fault, it is the responsibility of the student to provide a second copy.
Assignments are to be typed, double spaced with at least 1” margins on all sides of the paper,
All papers are to be free from spelling, grammatical, and typographical errors. Use no less than 12-point type and number all pages.
Underline or put all titles of books or databases in italics.
Assignments are to be handed in as hard paper copies only. No faxed or emailed papers will be accepted unless prior permission is given.
Put a single staple in the upper left-hand corner - no plastic covers or folders.
Include a cover sheet for all assignments with name of class/section, student and paper plus semester and date. A blank page at the end is not required.
Papers are due at the beginning of class on the dates noted. Late papers will be marked down one letter grade unless the student has obtained prior permission of the professor (in the case of illness, etc.).
Papers will be prepared in accordance with the APA (American Psychological Association) style available at http://www.apastyle.org and at APA. Although APA requires an abstract, since all your papers are short, no abstract of the paper is required. Additional information with sample citations for citing print as well as electronic sources is provided at http://campusgw.library.cornell.edu/newhelp/res_strategy/citing/apa.html .
All material quoted or paraphrased from another source must be properly cited.
Cell Phone Policy: Cell phones are to be set to vibrate or turned off during class.
Student Agreement: Attendance at this class signifies that the student has agreed to abide by and adhere to the policies and regulations specified above. It is understood that the instructor may adapt or change this syllabus and the assignments contained within it according to circumstances that may arise during the course of the class.
17:610:540-02 REFERENCE SOURCES AND
SERVICES, Thursdays 8:30-11:10am
Marie L. Radford, Ph.D.,
SYLLABUS (Tentative)
Course Outline, Calendar, Readings
and Assignments
Fall 2005 (Revised September 1, 2005)
9/1/05 General Introduction & Overview. Current Issues.
9/8/05 Library Use Instruction & Orientation. Meet in Alexander Library, Guest Speaker Kevin Mulcahy, Alexander Library Reference Team Leader and Humanities Librarian. Introduction to the Library and electronic resources & website.
Required
Balay, R., ed. Guide to
Reference Books, (11th ed.).
RUSA Professional competencies for reference and user services librarians. [Available:http://www.ala.org/ala/rusa/rusaprotools/referenceguide/professional.htm]
Assignment #1 Due - Topic for Webliography
and Short Paper #2 Search Process Project.
Submit 1 topic which you will use for both
projects, with your name, class section, and date, typed on a single sheet of
paper, for approval. The topic should be one in which you are
interested, but which is of a scholarly nature, so that you will be able to
find information about it in journal indexes as well as on the Web. It
should not be too broad (e.g.,
9/15/05 Evaluation & Selection of Reference Materials. Bibliographies & Networks.
Required Readings: Bopp & Smith, Chapters 4 & 20; Balay, pp. 1-15.
RUSA 2004 List of Outstanding Reference Sources. [Available: http://www.ala.org/ala/rusa/rusaprotools/outstandingref/thelists1/lists.htm].
RUSA Guidelines for Information Services. (winter, 2000). RUSQ, 40(2), 115-117. [Available http://www.ala.org/rusa/stnd_consumer.html].
Assignment #2 Due- Bibliography Evaluation. Examine 5 bibliographies (paper or electronic) from B&S, Chapter 20, including the paper version (pre 1956 imprints) of the National Union Catalog (Alex Reference Stacks Z88.1.U49A23) and Ulrich’s International Periodicals Directory (Alex Ref. Z6941.U5 paper and electronic www.ulrichsweb.com/ulrichsweb access from campus or login via RU account). Note the differences in the bibliographies, especially the features you liked or disliked. You do not have to hand in your notes, but bring them to class for discussion.
9/22/05 Reader’s Advisory Services for Adults. Required Readings:
Saricks
& Brown. (1997).
Reader’s Advisory Service in the Public
Library, (2nd ed.). Chicago:
American Library Association, Chapter 3.
Chelton, M. K. (November 1, 2003). Reader’s Advisory 101, Library Journal, 128(18), pp. 38-39 (RUL Online Databases EbscoHost Academic Search Premier).
If possible, read any issues of Locus, Romantic Times Book Club, Bookmarks,
Book Page, or Audiofile magazines, or visit their websites. See below chart to find
additional information on these periodicals. The ISSN is included so you can
use OCLC’s World Cat to locate libraries nearby that subscribe, since Alexander
Library does not.
Readers’ Advisory Periodicals
|
Periodical Title |
Website URL |
ISSN |
|
Locus: The magazine of the science fiction and fantasy field |
0047-4959 |
|
|
Romantic Times: For readers of romantic and contemporary fiction |
0747-3370 |
|
|
Book Page |
Not Available |
|
|
Bookmarks: Your guide to the best in books |
1546-0657 |
|
|
AudioFile: The magazine for people who love audiobooks |
1063-0244 |
|
|
Source: Ulrich’s International Periodicals Directory |
||
Assignment #3 Due – Reader’s Advisory. Recreating the assignment discussed
in the reading by Chelton (2003), choose a work of fiction that you have
recently read and liked. Visit two public libraries, tell a reference librarian
at each library about the book just finished and ask for a suggestion for
another book you might like. Take notes about this experience and bring to
class for discussion.
9/29/05 Reference Service to Children and Young Adults
Guest Speakers Kimberly
Paone, Supervisor of Adult/Teen Services, Elizabeth Public Library and Ya Ling
Lu, Associate Professor, SCILS
Required
Horning, K. T. (Spring/Summer 1994). How Can I Help You? The Joys and Challenges of Reference Work with Children. Show Me Libraries. 9-19.
10/6/05 Ready Reference, Dictionaries, and Directories
Required Readings: Bopp & Smith, Chapters 14 & 17.
RUSA Guidelines for medical, legal, and business responses at general reference desks. (2000). [Available: http://www.ala.org/rusa/stnd_general_ref_desk.html].
Short Paper #1 Due - Ready Reference. Read the B&S chapters and examine as many ready reference resources described as possible, noting their organization and indexing. Choose 4 ready reference resources from the list below, including one in both paper and electronic versions, plus these 3 resources: Books in Print, the Encyclopedia of Literature, and the World Almanac. For each of these 7 sources, browse the resource and look up a few questions you would deem appropriate as per your readings. In a well-organized essay, of 5-6 pages discuss the following questions: What types of questions would each resource answer? What features and search capabilities you like or dislike about each? Which were easiest to use? Compare subscription databases to free Web resources. Describe your experience. Discuss pros and cons of each. Compare the features of print vs. electronic for the resources examined in both formats. Provide an annotated bibliography in APA Style with complete citations for the paper resource, list name and URL for electronic resources. An annotated bibliography is an alphabetical list of resources with a brief descriptive summary for each (25-50 words). Ready Reference paper will be graded on quality of description of each source, depth of comparison of features, analysis of usefulness of resource, comparison of print vs. electronic resource, and quality of the annotations, and organization.
Must examine these two resources:
Books in Print with Reviews (e-resource, RUL Online Database)
Encyclopedia of
Literature (Gale) (e-resource, RUL Online
Database)
And review these:
World Almanac (both print and e-resource) print resource, (Alex Ready Ref AY467.W927) and World Almanac & Book of Facts (Full-text e-resource RUL Research Resources: Electronic Resources)
Plus your choice of four of these (including
one paper and electronic version comparison):
Merriam-Webster’s Collegiate Dictionary & Thesaurus (http://www.m-w.com/). Free e-version, do not input your credit card information.
Merck Manual of Medical Information Second Home Edition (http://www.merck.com/pubs/).
Roget’s Thesaurus (http://www.thesaurus.com). (Print version Alex Ref. PE 1591.R73.2001)
FedStats (http://www.fedstats.gov) print version Statistical Abstract of the United States. (Alex Ready Ref Shelf)
Occupational Outlook Handbook 2004-2005 (http://www.bls.gov/oco/) (Print version Alex Ready Ref Shelf also Documents Ref. Desk)
Zip Code Look-Up (http://www.usps.gov/ncsc).
10/13/05 Almanacs & Encyclopedias
Guest Speaker, Richard Eiger, Publisher, World Almanac & Sr. VP Macmillan Publishing Corp.
Required Readings: Bopp & Smith, Chapters 15 & 18
Assignment #4 Due - Encyclopedia
& Almanac Evaluation
Encyclopedias: Examine 3 current (© 2003 or later) general encyclopedias including 1 Web-based encyclopedia (e.g., Encyclopaedia Britannica- http://www.search.eb.com or World Book Encyclopedia passwords to be provided by professor, or New Catholic Encyclopedia, RUL E-resource). Choose a topic and look it up in these encyclopedias. Observe how the topic is treated in each and take notes. Also examine 1 subject encyclopedia (e.g., Encyclopedia of Library and Information Science. Alex Ref. Z1006.E53) and browse, making notes on depth of coverage and scope.
Almanacs: Examine the World Almanac (both print and e-resource) print resource, (Alex Ready Ref AY467.W927) and World Almanac & Book of Facts (Full-text e-resource RUL Research Resources: Electronic Resources) and one free Web-based almanac (e.g., Time Almanac/Information Please http://www.infoplease.com/almanacs.html). Browse the almanacs and compose logical questions related to the development of these reference tools. Bring notes on encyclopedias and notes and questions on almanacs to class for check and discussion.
10/20/05
Using the Internet for Reference
Guest Speaker, Robert J. Lackie, Associate Professor/Librarian Rider University.
Required Readings: Bopp & Smith, Chapters 6 & 7
Best Free Reference
Web Sites 2004: Sixth Annual List (fall 2004)
[Available:
http://www.ala.org/ala/rusa/rusaourassoc/rusasections/mars/marspubs/
MARSBestRef2004.htm]. Also read Selection Criteria [Available: http://www.ala.org/ala/rusa/rusaourassoc/ rusasections/mars/marspubs/marsbestrefcriteria.htm].
Best of the Best Business Web Sites (2005) [Available
Examine: RefDesk (http://RefDesk.com), SearchEngineWatch
(http:// searchenginewatch.com),
and Librarians Index to the Internet
(http://lii.org)
Assignment #5 - Annotated List of Journal Indexes for Search Process Project.
This assignment is designed to help you begin your
Search Process Project & is a one page paper with 1) Your approved topic,
2) A brief (one sentence) description of your topic, and 3) An annotated
alphabetized list of the journal indexes, abstracts or e-journal collections,
you will use for your Search Process Project. Use your assigned readings and
reference tools such as Ulrich's International Periodicals Directory
(note: Ulrich’s is a directory of journal indexes, not a journal index
itself) to identify 4 journal indexes that are relevant to approved
topic and available for use, including 1 paper index if possible.
Acceptable Web-based electronic journal subscription indexes include: EBSCO
Academic Search Premier, ProQuest, WilsonWeb databases, DIALOG
databases, PubMed or MEDLINEPlus, and OCLC FirstSearch
journal index databases.
Use the following form for the bibliographic
citation of your database (see B&S, p. 532-535 for additional examples):
Title of the index, Place of publication, Vendor/publisher, Range of dates of
journals indexed, Formats (include URL is Web based), and Frequency of updates
(e.g., daily, quarterly)
Example:
Social Science Index. New York: H. W. Wilson, 1974-Present . Available in
print & online (WilsonWeb http://www.hwwilson.com). Updated quarterly.
Annotation must consist of a brief description of the index (25-30 words) including subject areas covered (scope). If you used DIALOG, WilsonWeb or OCLC FirstSearch or other vendors which have several subject indexes, specify which specific index(es) you used (e.g., Library Literature and Information Science or Social Science Index). Assignment graded on the basis of relevance/appropriateness of indexes to topic, quality of annotations, and presentation.
10/27/05
Virtual Reference Interactions
Guest Speaker Peter
Bromberg, Program Development
Coordinator
South
Required
Bromberg, P. (April 2003). Managing a statewide virtual reference service: How Q and A NJ works. Computers in Libraries, 23(4) p. 26-31. [Available RUL Online Ebscohost Academic Search Premier].
Nilsen, K. (January 2004). The library visit study: User experiences at the virtual reference desk. Information Research, 9(2). [Available: http://informationr.net/ir/9-2/paper171.html]
Radford, Marie L. (In Press).Encountering virtual users: A qualitative investigation of interpersonal communication in chat reference. Journal of the American Society for Information Science and Technology. [Not yet published, will be handed out in class].
RUSA Guidelines for implementing and maintaining virtual reference services. [Available:
http://www.ala.org/ala/rusa/rusaprotools/referenceguide/virtrefguidelines.htm]
Assignment #5 Virtual Reference Field Trip
Due. Assignment #6 Virtual Reference
Field Trip Due. Think of a reference question that matters to you. Visit an online chat
virtual reference service (VRS) and ask your question. You can use: Q and A
NJ (http://qandanj.org/) if you live/are a student in New Jersey or NYPL’s
Ask Librarians Online, (http://www.nypl.org/questions/chat.html) if you
have an NYPL library card, or Library of Congress Ask a Librarian
(http://www.loc.gov/rr/askalib/), or another VR service. Before logging off,
ask for a session transcript. Write a 1-2 page paper discussing your
experience. At the top of the paper along with your name and usual information,
put your question and the name of the VR service. In the paper discuss: Was
your question answered? How were you treated? What are the positive and
negative aspects of VRS? How does it compare with face-to-face reference
encounters? Were you satisfied with the service and would you use it again?
Make recommendations for VRS based on your experience. It is required that you
cite assigned readings that connect to your experience. Attach your transcript
to your paper and hand in to be graded.
11/3/05 Government Documents & Geographical Sources
Guest
Speaker
Required Reading: Bopp & Smith, Chapters
19 & 22.
Examine:
GPO Access (http://www.gpoaccess.gov/index.html)
and
Thomas
(http://thomas.loc.gov/)
Webliography Due. Create a high quality Web pathfinder. Use several search engines and Web indexes [e.g., Librarian’s Index to the Internet (http://lii.org) or Alexander Library Web resource list] to search for Web Sites on your webliography/search process topic. The Webliography has 2 parts. Part 1: Create a 1-2 page AWebliography@ of 7-10 of the best web sites you found. To determine the ABest,@ use the evaluation criteria provided in class and in your assigned reading. Avoid commercial sites (.com). Use no cover page, put the title of your webliography on the top of the 1st page, followed by a brief paragraph of introduction to the topic. Then, in alphabetical order (or in another order that makes sense to you), list the Web site names, complete URLs, and a brief annotation (20-30 words) with critical comments (one to two sentences) for each site. Do not print out Web pages and hand them in. Put APrepared by YOUR NAME@ and the date on the bottom. Submit a nicely prepared, attractive, professional webliography! Be creative, use graphics and/or color if possible. Part 2: On a separate piece of paper, stapled to the webliography, 1) Briefly describe the user population you have designed your webliography to serve (e.g., academic, public, age level, etc.). 2) List the search engines/Web indexes you used with a paragraph or two on an evaluation of your search, describing any problems you encountered in compiling the webliography and how you solved them. If you encountered no problems, provide a paragraph or two on your search strategy, what worked, what did not work, and comparing the search engines/Web indexes. Webliographies will be graded on the quality of the sites selected, presentation and overall appearance, quality of annotations for each site, suitability of sites selected for user audience described, and quality of description of problems/search strategy.
11/10/05 Journal Indexes & E-Journal Collections
Required
Readings: Bopp & Smith, Chapters 5
& 21
Webster, P. (Sept/Oct 2003). Implications of Expanded Electronic
Reference Collections. Online 27(5), p. 24-28. (Full-text available
through the Library Literature and Information Science database on Alexander
Library Indexes and Databases page).
Examine: Jersey Clicks (http://www.jerseyclicks.org). See Dr. Radford if you do not have a NJ library card. Explore and familiarize yourself with the available databases.
11/17/05 Reference Interaction, Part 1.
Required Reading: Bopp & Smith, Chapter 3
Hutcherson, N. B. (July 2004). Library jargon: student recognition of terms and concepts commonly used by librarians in the classroom. College & Research Libraries, 65(4), 349-354. (RUL Online Databases Library Literature and Information Science)
Ross, C. S. (2003). The Reference interview: Why it needs to be used in every (well, almost every) Reference Transaction, RUSQ, 43(1), pp. 38-42. (RUL Online Databases Library Literature and Information Science)
Radford, M. L. (1996). Communication theory applied to the reference encounter: An analysis of critical incidents. Library Quarterly, 66(2), 123-137. (RUL Online Databases EbscoHost Academic Search Premier)
RUSA/ALA Guidelines for behavioral performance of reference and information
services professionals. (2004). [Available: http:// www.ala.org/ala/rusa/rusaprotools/ referenceguide/guidelinesbehavioral.htm]
11/24/05 Thanksgiving – No Class
12/1/05 The Reference Interaction, Part. 2.
Required
Radford, M. L. (1998). Approach or avoidance? The role of nonverbal communication in
the academic library user’s decision to initiate a reference encounter. Library Trends
46(4), 699-717. (RUL Online Databases EbscoHost Academic Search Premier)
Ross, C. S., & Dewdney, P. (winter, 1998). Negative closure: Strategies and counter
strategies in the
reference transaction. RUSQ, 38(2), 151-163. (RUL Online Databases Library Literature & Information Science)
Highly Recommended Readings:
Gross, M. (fall,1999). Imposed versus self-generated questions:
Implications for reference practice. RUSQ, 39(1), 53-62. . (RUL Online
Databases Library Literature &
Information Science)
Dewdney,
P. & Michell, G. (Summer, 1996). Oranges and peaches: Understanding
communication accidents in the reference interview. RQ, 35(4), 520-536.
[Available:
http://www.ala.org/ala/rusa/rusapubs/rusq/specialfeatures/rspawardwinning/19981/1998.htm]
Short Paper #2 Due - Search Process Project, (6-7 pages, plus bibliographies). Search for journal
articles (NO BOOKS, NO NEWSPAPERS, NO WEBSITES) in appropriate journal
indexes on your approved search process topic as if you were doing a
20-30 page term paper. The Search Process Project must be in essay format and
have 5 parts (part 6 optional):
1) Statement of your search process topic.
2). Description of the process you used to locate the articles. How did you approach the search? What was your strategy? Was your strategy successful? Why? What did you do 1st, 2nd, etc. and why? Did you ask for help? When and why? Was help "helpful"? Why or why not? What would have been helpful? Would you approach the search in the same way were you to do it over?
3) An evaluation of the search features of the indexes you used. Were they easy or difficult to use? What search features were helpful and why? What improvements could be made? How did the 4-5 indexes you used compare?
4). A bibliography (not annotated, APA style) of the 15 "best" articles, the ones you would obtain and read for this mythical paper. Note at the end of each article citation the name of the journal index that you found it in.
5). A corrected (!) copy of the annotated bibliography (APA style) of the indexes you used. If you used additional indexes, identified since Assignment #4, include annotations for these as well. Additionally, if you use other resources (such as your text or other readings), include a bibliography (APA style) of references for these as well. Search Process Projects will be graded on quality of description/analysis of search process; quality and depth of evaluation of search features of electronic resources; relevance of articles selected; variety, number and appropriateness of indexes used; and quality of annotations for each index.
6) Bonus! If you are able to find and use one of your indexes in paper as well as electronic format, include a comparison of the advantages and disadvantages of paper and electronic resources. Your experience may surprise you. Extra credit given for inclusion of this section.
12/8/05 Biographical Sources
Required Reading: Bopp & Smith, Chapter 16
Assignment #7 - Biographical Sources
Evaluation. Choose a famous person
living or dead. Find information about him/her in 3 different biographical sources
(print or electronic) from your readings (NOT MONOGRAPHS!) Bring photocopies of
this information to class (up to 3 pages
only for lengthy entries). Be prepared to discuss difficulty/ease in finding
information and differences in coverage of sources.
12/15/05 Assessing Reference Services, Continuing Education, & Course Wrap-Up
Required Reading: Bopp & Smith, Ch.
10
Auster, E. & D.
C. Chan. (fall,2004). Reference
librarians and keeping up-to-date. RUSQ, 44(1), 57-66. (RUL Online
Databases Library Literature &
Information Science)
Cardina, C. & Wicks.
(winter 2004). The changing roles of
academic reference librarians over a ten-year period. RUSQ, 44(2),
133-42. (RUL Online Databases Library
Literature & Information Science)
Dilevko, J. & Mason, M. (March/April 2000). Why you should read the papers: Improving reference service in public libraries. Public Libraries, 39(2), 85-97.
Short Paper #3 Due – Observation of Interpersonal Communication at the Reference Desk (approximately 4-5 pages) Choose one A or B:
Option A. Observe reference interactions for 2-4 hours at any library other than any of the Rutgers Libraries or your place of employment. Select busy times so that you can observe a number of interactions, if you are not sure when this might be, call ahead and ask. Try to observe at least 2 different librarians. Choose a place to observe unobtrusively within earshot if possible. If comfortable, you can ask the librarians' permission, explaining that you are taking this course and are assigned to observe "user interactions" at a reference desk. Do not sit behind the desk nor become a part of reference interactions! Take notes on the interpersonal interactions between user and librarian. Observe librarian and user behavior, noting verbal and nonverbal expressions. Write down any dialog that seems noteworthy (word for word if possible). Note any unusual behavior. Observe the librarian when no users are present. What does he/she do in between? How does this look to you? Notice how extremely busy times are handled, especially if there is a line, or if phone calls compete for the librarian's time. Can you see evidence of any policies? Are there differences in attitudes for different types of users? Note any other impressions (librarian was friendly/harried, user was angry/polite).
Option B. Think of a reference question that matters to you. It can be related to another course assignment, or a personal interest. Go to a library of your choice and ask the question. Observe the librarian’s verbal and nonverbal behaviors. During the interaction with the librarian, pay careful attention to the reference interaction between you. What questions does the librarian ask? What should have been asked? Were you comfortable, why or why not? Observe how the librarian treats other users, their colleagues, etc. Can you see evidence of any policies? Are there differences in attitudes for different types of users? Note any other impressions (librarian was friendly/harried, user was angry/polite). Was your question answered? Were you satisfied? Why or why not? What could have been done differently? Would you ask this librarian another question, why or why not?
Option C. Complete Option B above and then ask the same question at a virtual reference service (chat or email or both). Compare the answers, interpersonal interaction, and your satisfaction with the answer and help you received.
For Options A, B, & C. Rewrite your notes into an organized essay about your observations. Do not identify the name of the library nor librarians in your paper. Complete all readings for both classes on the reference interaction before you begin to write this paper. Throughout the essay, you are required to tie your observations in with the assigned readings, including B&S Chapter 10, citing any papers referred to using APA style. Attach a bibliography of sources cited. Observation will be graded on organization, depth and quality of analysis of observation, number, appropriateness, and quality of references to assigned readings, clarity, demonstrated integration of readings and class discussion, and synthesis of concepts.
Be prepared to talk about your Short Paper #3 in the reference assessment context.
Happy Holidays!
17:610:540 Bibliography and Supplementary Reading & Websites. Updated September 2005
Alexander, H. (spring, 2001). Searching the MLA International Bibliography: All, nothing, or something between? RUSQ, 40(3), 228-233.
Baker, L.M. & Field, J. J. (Jan./Feb. 2000). Reference success: What changed over the past ten years? Public Libraries, 39(1), 23-30.
Balay,
R. ed. Guide to Reference Books. (10th ed.) Chicago: ALA, 1986.
Bennett, D.B., P. S. Cenzer, & P. Kirk. (winter 2004). A class assignment requiring chat-based
reference. RUSQ, 44(2), 149-63.
Berry, J. N. (1998). Risking relevant reference work. Library Journal, 123(9), 6.
Best
free reference web sites 2004: Sixth annual list [Available:
http://www.ala.org/ala/rusa/rusaourassoc/rusasections/mars/marspubs/MARSBestRef2004.htm]
Best of the best business web sites (2005) [Available http://www.ala.org/ala/rusa/rusaourassoc/
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