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Rewarding Reference Reference Interviewing and Communication Refresher Workshop Examples of misheard requests Facilitators: Ian McCallum and Sherrey Quinn. info@librariesalive.com.au www.librariesalive.com.au. Clarifying the topic. Examples of open questions: What do you mean by … ?

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  1. Rewarding Reference Reference Interviewing and Communication Refresher Workshop Examples of misheard requests Facilitators: Ian McCallum and Sherrey Quinn info@librariesalive.com.au www.librariesalive.com.au

  2. Clarifying the topic Examples of open questions: What do you mean by … ? I'm not familiar with X. Can you explain it to me? I may be able to help you better if you can tell me more about X. Perhaps if you could tell me more about your project I could make some suggestions.

  3. Clarifying the query More examples of open questions: What sort of information would you like on X? What aspects of X are you interested in? What do you already know about X? What else can you tell me about X? Which information sources have you tried so far?

  4. Defining and confirming what’s wanted • So in other words, you’d like me to find … ? • If I can't find exactly …, what would be next-best? • How much do you need? • When do you need the information? • How will you be using the information?

  5. Purpose Please help me get some information on the crime rate. Different sources would be used and different types of information provided depending on what the client plans to do with the information

  6. Purpose Please help me get some information on the crime rate. For example, what if the client intended to: • Prepare a paper on mandatory sentencing • Analyse incidence and types of crime in different places • Develop measures to assist victims of crime • Write a detective novel

  7. Initial approach (stated question) What information do you have on housing? What are the rights of tenants in rental situations? Can you take a client’s question at face value? Negotiated question (actual requirement)

  8. Initial approach (stated questions) Where can I find information on alcohol fuel? Can I run my car on alcohol fuel and what will it cost? Can you take a client’s question at face value? Negotiated question (actual requirement)

  9. Initial approach (stated questions) I want to know how to carve a duck I want to learn how to carve a wooden decoy duck. Can you take a client’s question at face value? Negotiated question (actual requirement) (assumed by librarian to be a question about cooking)

  10. The client wanted info on: Youth in Asia Euthanasia Misheard or misinterpreted requests The librarian heard:

  11. The client wanted info on: Eunuchs UNIX Misheard or misinterpreted requests The librarian heard:

  12. The client wanted info on: the Sikh in our community Sick people in our community Misheard or misinterpreted requests The librarian interpreted this as:

  13. The client wanted info on: Bathurst burr control Birth control services in Bathurst Misheard or misinterpreted requests • The librarian interpreted this as:

  14. The client wanted info on: Reproduction technology Copying & scanning technology The client actually meant biological techniques (e.g. AI, IVF) Misheard or misinterpreted requests The librarian interpreted this as:

  15. The client wanted info on: Shingles The viral disease The client was actually interested in the roofing material. Misheard or misinterpreted requests The librarian interpreted this as:

  16. Can you give me information on China? __________________________________________________

  17. politics trade tourism geography religion history (ancient/ modern) culture language society cuisine Can you give me information on China? __________________________________________________  People’s Republic  CHINA  Taiwan  porcelain manufacturing sales & imports/exports repair styles & brands marks & identification consumer information

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