[Baynet] Infopeople's "Reference Interview Skills for Academic Library Staff" workshop

[Linda Rodenspiel]

Since some people who may be interested in participating might not 
receive this notice directly, we would appreciate it if you would 
print and post or route this announcement to staff and colleagues. Thanks!


Title:  Reference Interview Skills for Academic Library Staff

Dates and locations:

Tuesday, December 4, San Francisco Public Library
Friday, February 15, California State University, Sacramento
Thursday, February 28, Los Angeles Public Library

To register for this workshop:  Use the online registration form at
http://infopeople.org/workshop/358

There will be an additional session scheduled in San Diego.  As soon 
as the date and location are confirmed, an announcement will be made.

Fee:  There is a $75.00 fee for this workshop.


What do all of the following scenarios have in common?

--A reference librarian quickly and correctly answers a student's 
question, only to find out that the student really wanted something else.
--The librarian with the best searching skills does not get asked 
many questions because students are intimidated to approach with 
their questions.
--An instruction librarian prepares a whole set of handouts for a 
class assignment, showing the students the best databases and 
reference books, only to find out later that the instructor wants the 
students to use Google Scholar.
--A librarian answering a chat/instant messenger question spends a 
lot of time and finds the perfect web site, only to discover that the 
user has left the session.

Each of these is an example of the failure of the reference 
interview. The heart of reference service is the interpersonal 
interaction between the librarian and the user. No matter what tools 
we use to communicate or what resources are available, a failure to 
understand the user's need will result in a failed search. Reference 
librarians require strong interpersonal skills in order to 
effectively help their users.

This workshop will give reference librarians some specific skills 
that they can use to improve their interactions with their users. 
Instruction will cover approachability factors, questioning 
techniques, and follow-up actions in both in-person and remote 
reference service.


Workshop Description: This all day workshop will provide basic and 
advanced training in the interpersonal skills required to conduct a 
successful reference interview. Through observation, role-playing, 
and video, the participants will see the complex psychological 
factors that come into play during the transaction. By seeing 
themselves as their users see them, they will learn how to become 
more approachable and how to use questioning techniques to find out 
what their users are really asking.

Preliminary Course Outline

Introduction to and Importance of the Reference Interview
--Styles of reference
--Reference as other professions might do it
--ALA Behavioral Guidelines

Approachability
--Factors that encourage or discourage use
--In-person and online issues

Communication
--Nonverbal communication
--Verbal communication
--Open- and closed-ended questions
--Role playing

Follow-up and Assessment
--Importance of follow-up
--Assessment techniques

Instructor: Dave Tyckoson. Dave is Head of Public Services at the 
Henry Madden Library, California State University - Fresno. Prior to 
coming to California in 1997, he held positions at SUNY-Albany, Iowa 
State University, and Miami (Ohio) University. He has an 
undergraduate degree in Physics and a Master's degree in Library 
Science, both from the University of Illinois. He has been involved 
with reference service for 25 years and has written extensively about 
reference service and the reference interview. He developed and 
taught the online continuing education course on the Reference 
Interview that is offered by ALA/RUSA and he has been elected as the 
2007-2008 President of RUSA.

Who Should Attend: This training is designed for reference librarians 
at academic libraries. Anyone who works with the public either 
in-person or online can benefit from this workshop.

Prerequisites: None

Other Logistics:

*On-site check-in is from 8:30-9:00 AM;  instruction is from 9:00 AM-4:30 PM.

*Maps, directions, and parking information are available on the 
Infopeople Web site at http://infopeople.org/WS/workshop/Directions. 
Infopeople does not validate or pay for parking.

*Infopeople does not provide refreshments or lunch.  Since some 
training locations do not have in-house or convenient food service, 
Infopeople recommends that participants bring a sack lunch.

To view a complete list of Infopeople workshops and for general 
information about Infopeople training opportunities, go to the main 
Infopeople Workshops page at http://infopeople.org/WS/workshop

If you have questions about registration or scheduling of workshops, 
please contact Linda Rodenspiel, the Infopeople Project Assistant, at 
assist at infopeople.org or by phone at 650-578-9685.