<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2//EN">
<HTML>
<HEAD>
<META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=us-ascii">
<META NAME="Generator" CONTENT="MS Exchange Server version 08.00.0681.000">
<TITLE>Infopeople's "Reference Interview Skills for Public Library Staff" workshop</TITLE>
</HEAD>
<BODY>
<!-- Converted from text/rtf format -->
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">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!</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Title: Reference Interview Skills for Public Library Staff</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Dates and locations:</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Wednesday, February 27, San Francisco Public Library</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Monday, March 24, Alameda County Library (Fremont)</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Wednesday, March 26, Buena Park Library District</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Friday, March 28, San Diego County Library Headquarters</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Monday, April 7, Sonoma County Library (Santa Rosa)</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Wednesday, April 9, Los Angeles Public Library</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Wednesday, April 23, San Bernardino Public Library</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Friday, April 25, Kern County Library (Bakersfield)</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Monday, May 5, Sacramento Public Library - Galleria</FONT></SPAN></P>
<BR>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">To register for this workshop: Use the online registration form at</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><A HREF="http://infopeople.org/workshop/361"><SPAN LANG="en-us"><U><FONT COLOR="#0000FF" FACE="Calibri">http://infopeople.org/workshop/361</FONT></U></SPAN><SPAN LANG="en-us"></SPAN></A><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Fee: There is a $75.00 fee for this workshop.</FONT></SPAN></P>
<BR>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">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.</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Your skills in doing a reference interview can lead to this successful partnership. Building a toolkit of these skills is important if:</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--You are new to working at a public library reference or information desk. </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--You want to improve your methods for clarifying what the user really wants to know. </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--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. </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--You want to use a few open-ended clarifying questions instead of a dozen either/or questions. </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">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.</FONT></SPAN></P>
<BR>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">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. </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Preliminary Course Outline</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Approachability and Setting the Tone </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--Elements of communication </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--Welcoming behaviors </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--Proactive welcoming </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--Welcoming on the telephone </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Ill-Formed Queries </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--Why the initial question may not be the real information need </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Clarifying the Information Need </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--When to use open and closed questions </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--When to use sense-making questions </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--Asking WHY without saying WHY </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--Determining the context for the information need </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Inclusion and Instruction </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--Making the patron a partner in the search </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--One-on-one instruction </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--How differing perspectives and communication styles may affect a reference transaction </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Advice, Not Information </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--Guidelines for dealing with medical and legal questions</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri"> </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Positive Closure </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--Making an effective referral </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">--Successfully concluding the reference transaction </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">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 </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Education Network and Round Table (CLENERT) and was a delegate to ALA’s 2nd and 3rd Congresses on Professional Education.</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">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. </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Prerequisites: None </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Other Logistics:</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">*On-site check-in is from 8:30-9:00 AM; instruction is from 9:00 AM-4:30 PM.</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">*Maps, directions, and parking information are available on the Infopeople Web site at</FONT></SPAN><SPAN LANG="en-us"> </SPAN><A HREF="http://infopeople.org/WS/workshop/Directions"><SPAN LANG="en-us"><U><FONT COLOR="#0000FF" FACE="Calibri">http://infopeople.org/WS/workshop/Directions</FONT></U></SPAN><SPAN LANG="en-us"></SPAN></A><SPAN LANG="en-us"><FONT FACE="Calibri"> </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">Infopeople does not validate or pay for parking.</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">*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.</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">To view a complete list of Infopeople workshops and for general information about Infopeople training opportunities, go to the main Infopeople Workshops page at</FONT></SPAN><SPAN LANG="en-us"> </SPAN><A HREF="http://infopeople.org/WS/workshop"><SPAN LANG="en-us"><U><FONT COLOR="#0000FF" FACE="Calibri">http://infopeople.org/WS/workshop</FONT></U></SPAN><SPAN LANG="en-us"></SPAN></A><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">If you have questions about registration or scheduling of workshops, please contact Linda Rodenspiel, the Infopeople Project Assistant, at assist@infopeople.org or by phone at 650-578-9685.</FONT></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT FACE="Calibri">Linda Rodenspiel, Infopeople Project Assistant</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">assist@infopeople.org</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri">voice: 650-578-9685 fax: 650-349-5089</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT FACE="Calibri"><A HREF="http://infopeople.org/">http://infopeople.org/</A></FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN></P>
</BODY>
</HTML>