What is reference?

1. What is reference? ….and some history

2. Brief History • Samuel Green, 1876, “Personal Relations Between Librarians & Readers” Library Journal • Until this time librarians concentrated on acquiring and organizing materials – users were expected to find what they needed independently

3. 3 basic reference functions discussed in Greens’ paper: information, guidance, instruction • Same time as Green’s paper – printed library aids, dictionary catalog, Dewey decimal system being developed • 1880-90s – need for trained staff called “assistance to readers” known by 1890s as reference work. By 1883 public libraries were offering classes for reference assistants.

4. Samuel Rothstein “The Development of the Concept of Reference Service in American Libraries, 1850-1900.” • “The term ‘reference department’ apparently meant no more at that time than the books which did not circulate (11th report of the CPL 1883). It was not until the 1890’s that the term came to be used consistently in its present state.” (1953)

5. William Child “Reference Work at the Columbia College Library” Library Journal (1891) • Reference is defined as “…doing anything and everything in [the librarian’s] power to facilitate access to the resources of the library in his charge.”

6. 1887 first library school opened at Columbia College focused on giving users assistance • 1900 many public libraries had reference rooms. Reference material shelved on open shelves, librarians gave assistance. • Dominican library program founded 1930

7. In its most simple form: • There is a patron in need of some kind of information; • There is a library that has a great deal of information; • Reference services consists of connecting the patron with the information he or she needs

8. 1836 – “book of reference” 1858 - “reference library” 1943 first definition of reference department as “the part of a library in which its reference books are kept for consultation.” ALA’s Glossary of Terms OED ALA

9. Reference & User Services Association (RUSA) • “responsible for stimulating and supporting excellence in the delivery of general library services and materials to adults • the provision of reference and information services, collection development, and resource sharing for all ages, in every type of library.”

10. RUSA’s Definition of Reference “Guidelines for Information Services” “A library, because it possesses and organizes for use its community’s concentration of information resources, must develop information services appropriate to its community and in keeping with the American Library Association’s Library Bill of Rights.

11. definition continued… These services should take into account the information-seeking behaviors, the information needs, and the service expectations of the members of that community. Provision of information in the manner most useful to its clients is the ultimate test of all a library does.”

12. Textbooks…. • 1902: Guide to Reference Books (ALA) • 1930: James Wyer’s Reference Work (ALA) 1. “Materials: The World of Print” gives a broad overview of reference work, the types and study of reference books and materials, their acquisition and organization, role of interlibrary cooperation.

13. Wyer continued • 2. “Methods: The Use of Print”: search process and two specific subject areas (chemistry and fine arts) and how reference work is conducted in the four major types of libraries – public, academic, school, special.

14. Wyer continued • 3. “Administration”: qualifications of the reference librarian – top five traits: intelligence, accuracy, judgment, professional knowledge, & dependability, reference department work and then notes on rooms and furniture.

15. 2nd section: Handling Reference Questions • “customer is always right” • Reference interview is mind reading and cross-examination • A common feeling among reference librarians, “You see they will choke to death and die with the secret in them rather than tell you what they want.”

16. “the invincible inarticulateness of inquirers” • “The reader who knows and can tell what he wants forms an encouraging proportion. He is a joy to serve or to show how to serve himself. The reader who does not know is almost incredibly numerous, generally honest and earnest, and worth working for and with. It is the reader who knows and won’t tell, or who feels and doesn’t know how to tell, who calls for mental treatment.”

17. Margaret Hutchins, Introduction toReference Work, (ALA)1944 • Meaning and Context of Reference Work • Reference Questions (definition, reference interview, techniques, categories of questions – bibliographic, biographical, geographic, statistical). • Materials Selection • Organization of Reference Material and Administration of the Service

18. “less common functions of a reference librarian” • Advising readers • Teaching how to use books and libraries • Reporting literature searches • Working with interlibrary loan • Public relations • Last chapter – evaluating reference

19. Hutchins’ comments on reference interview • “….describes the success of a reference encounter as depending on the proper relationship among the questioner, the librarian, the sources and the question itself: If any of these relationships is slighted the work becomes lopsided.”

20. “If the personal relationships are neglected, although a correct answer to the question may be found, it may nevertheless be unsatisfactory to the inquirer.” • User-centric view “first requirement is approachability, not only easy access physically, but easy intellectual and spiritual access as well…assistance should not be forced…good reason for preferring to work out his problem by himself….”

21. And as far as Wyer goes… • “So much has been said and written humorously…about the difficulties of getting readers to divulge their actual wants that there is danger of an assumption that [they] stupidly or willfully and perversely withhold information…very seldom the case. More often the reader simply does not know how to state his needs clearly, or else is afraid of making a nuisance of himself.”

22. Hutchins’ Formula for Success • Good memory • Good imagination • Mental flexibility • Thoroughness • Orderliness • Persistence • Judgment

23. More Recent Textbooks • William Katz Introduction to Reference (2002): “Reference Librarians answer questions.” and • “….the person who interprets the question, identifies the precise source for an answer, and , with the user, decides whether or not the response is adequate.”

24. Bopp & Smith (2001) • “In this text, the focus is both on personal assistance provided to individual library users (e.g. answering reference questions) and on organized services provided to groups of users (e.g. bibliographic instruction).” and • “….that the essence of reference services is the provision of assistance to individuals seeking information and ideas…”

25. Virtual & Digital Reference

26. Virtual Reference aka Digital reference online reference chat reference Web-based reference AskALibrarian IM reference Email reference e-reference even…Google Answers

27. What is Virtual Reference? "Virtual reference is reference service initiated electronically, often in real-time, where users employ computers or other Internet technology to communicate with librarians, without being physically present.” from ALA’s Reference and User Services Association’s Machine Assisted Reference Section

28. Online dictionary of library & info science • “Reference services requested and provided over the Internet, usually via e-mail, instant messaging ("chat"), or Web-based submission forms, usually answered by librarians in the reference department of a library, sometimes by the participants in a collaborative reference system serving more than one institution.”

31. It’s happened before • Printing press 1440 • Typewriter 1867 • Mimeograph Machine 1876 • Telephone 1876 • Light bulb 1879 • Film 1884 • Camera 1888 • Television 1927 • Calculator 1930 • Personal computers 1959 • Internet 1973 • World Wide Web 1989 • Wiki 1994 • Blogs 1999

32. Discussion • Qualities of reference service? • Values of reference service? • Your experience ……