Discussion Group on Reference Work Report

Reference Work in a Changing Environment

submitted by:
Eva Olson,

Reference work is to make the customer find the information required, not only to show him/her the book or web but to conduct him/ her to the information. To check that the information is understood that it is on the right level, in an understandable language and so on. The virtual reference library means that the reference interview is more difficult and this makes it hard to know if the information is OK. Sometimes you donīt even ever meet the customer.

The staff

• be physically available, the reference desk must be well staffed so that the librarian can take the time to explain the reference source either that is a book or a database (staff reduction is a threat to good reference service)
• the librarian must be an active listener
• the librarian must explain the reason for selecting strategies and material used (sometimes one must explain why Internet is not always the best solution)
• the librarian must be able to try many different strategies, and to use colleagues and other experts. Internet means that we can give a quicker and more correct answer to many more questions which is higher quality for the reference work (education/training in new reference tools is essential for the reference librarian)
• the librarian must help and learn the patron to find the best source of information in the "information age"

There are two main things to be pointed out when one describes reference work

1. Correct, appropriate and prompt answers
2. A courteous professional manner

The virtual library

• the virtual reference desk is open to everyone with a computer and an internet connection independent of opening hours and location, the patron can use the "best" library in the world
• the librarians can co-operate and help each other world wide or in a country or in a region in networks, in discussion groups , on mailing lists and they can create mail boxes for questions which they answer according to a schedule
• co-operation and specialization means high quality and efficiency
• the virtual reference desk is closed to people without computer and internet connection!

Therefore it is important to provide all public libraries with free internet connections! Public documents will be published electronically and it is a democratic right for everyone to be able to read this material free. The library staff must be able to show the visitors how to use the new technique and how to use the search language suitable for a specific database.

New services

• The catalogue is available from home with circulation and possibilities to put reservations on the material (if you have an internet connection)
• Inter library loans can be offered on the web (if you have an internet connection)
• Publication on the net: the public library can publish information on the net ; that may be local history collection information, a guide to how to use some reference material or more qualified investigations.

Changing user needs

• this can be distance students or distance workers far away from the university or the city center asking for qualified reference service in a small public library. It can be researchers located on an industry producing medicine in a region not used to that kind of industry.
• this can also be groups not used to studying or reading at all, unemployed or life long learners which are unfamiliar with what a public library can provide and what is impossible to get.
• the increase in reference numbers in public libraries seems to be dependent of loss of other sources of answers such as regional social insurance office and tax information office
• the expectations from the public are changing, they want "everything" and the speed of access to it is "immediate", they want promt delivery of the answer, rather than guidance or instruction. This can be traced back to why they ask for information. There has been an increase in questions people carry and transact on behalf of others, such as school assignments and company projects.

Reference culture

The reference culture has to be more open and more flexible, we have to meet the society outside the library. We also have to tell and explain to the politicians that the public library reference service is important for everyone in the information age, no one can handle all the information himself and the librarians are experts on handling information - to collect it and to recover it! The public library service has to be free to everyone, itīs a democratic right to everyone everywhere!