The Reference Process
Answering reference questions is not always a simple process. You can think of reference work as assisting people in filling gaps in their knowledge and solving problems. The "gap" represents the real information need. Patrons may have trouble expressing the real information need, or may be reluctant to do so, and may ask a question that they think will help fill the gap. However, the answer to their question as first stated may fill only a part of the gap, and not meet the entire need. You have to discover the underlying need so you can help patrons completely fill their information gap.
The library's responsibility is to meet information needs--not to simply answer initial questions.
The reference process includes the following steps:
- Encouraging the patron to feel comfortable in the library.
A patron may fear that you will view asking questions as a sign of ignorance. It is important to help your patrons understand that they and their questions are not only welcome but, in fact, are encouraged in the library.
- Finding out what the real information need is.
Patrons often have trouble formulating clear questions. They may not know enough about the subject to know what to request, or they may ask for what they think you can provide, rather than what they really need.
- Finding the information that will meet the need.
Once you know what is wanted, including the level and quantity of information, you will use the appropriate resources (within and outside the library) to satisfy the patron's need.
- Making sure the patron's need really has been met.
After the patron examines the retrieved information, he or she can be asked if the material meets the information need. "Does this completely answer your question?" sums up this last part of the process.
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