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

Dates and locations:

Wednesday, February 27, San Francisco Public Library
Monday, March 24, Alameda County Library (Fremont)
Wednesday, March 26, Buena Park Library District
Friday, March 28, San Diego County Library Headquarters
Monday, April 7, Sonoma County Library (Santa Rosa)
Wednesday, April 9, Los Angeles Public Library
Wednesday, April 23, San Bernardino Public Library
Friday, April 25, Kern County Library (Bakersfield)
Monday, May 5, Sacramento Public Library - Galleria


To register for this workshop:  Use the online registration form at
http://infopeople.org/workshop/361

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


A reference interview creates a partnership between you, as a reference
provider, and library patrons seeking information. You work together towards
a clear understanding of what they want to know, in order to efficiently and
effectively link them to the resources needed.

Your skills in doing a reference interview can lead to this successful
partnership. Building a toolkit of these skills is important if:

--You are new to working at a public library reference or information desk. 
--You want to improve your methods for clarifying what the user really wants
to know. 
--You have spent time to answer what you thought was the question, only to
discover that it wasn't the patron's real information need. 
--You want to use a few open-ended clarifying questions instead of a dozen
either/or questions. 

Effective reference interview skills help you better manage the demands of a
busy reference desk and provide the excellent customer service that will
bring patrons back for more help.  Whether you are a new reference provider,
or have 20 years of experience, this workshop provides an opportunity to
share your perspectives, to learn from your library colleagues,  and to
collectively explore best practices in the reference interview.


Workshop Description: This full-day workshop focuses on the complete
reference interview, from approachability to positive closure for the
transaction. Through discussion and activities, you will identify the
behaviors that welcome the patron and set the tone for the reference
partnership. In practice exercises, you will clarify the real information
need through a combination of open and "sense-making" questions. You will
look at how to handle situations when library patrons may be asking for
advice rather than information, especially medical or legal advice. You will
take away handouts on sense-making questions, a checklist to use for self
assessment, suggestions for follow-up, and a list of additional resources,
as well as practical tips that can be applied immediately. 

Preliminary Course Outline

Approachability and Setting the Tone 
--Elements of communication 
--Welcoming behaviors 
--Proactive welcoming 
--Welcoming on the telephone 

Ill-Formed Queries 
--Why the initial question may not be the real information need 

Clarifying the Information Need 
--When to use open and closed questions 
--When to use sense-making questions 
--Asking WHY without saying WHY 
--Determining the context for the information need 

Inclusion and Instruction 
--Making the patron a partner in the search 
--One-on-one instruction 
--How differing perspectives and communication styles may affect a reference
transaction 

Advice, Not Information 
--Guidelines for dealing with medical and legal questions
 
Positive Closure 
--Making an effective referral 
--Successfully concluding the reference transaction 

Instructor:  Mary Ross.  Mary Ross has over 25 years of experience working
in public libraries and managed the staff training and development program
at the Seattle Public Library for eight years.  Currently continuing
education coordinator for the Washington Library Association, she is also on
the board of directors of the Continuing Library 
Education Network and Round Table (CLENERT) and was a delegate to ALA's 2nd
and 3rd Congresses on Professional Education.

Who Should Attend: This workshop is for any public library employee who
provides reference service to library patrons or anyone who trains or
evaluates public library employees in providing reference service. 

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.

Linda Rodenspiel, Infopeople Project Assistant
assist at infopeople.org
voice: 650-578-9685  fax: 650-349-5089
http://infopeople.org/


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