Reference Observation Reflective Essay

CIMT 631
Megan Farnsworth

CIMT 631- Farnsworth 2 Essay 2

I conducted my observations at the West Des Moines Public Library in West Des Moines, Iowa. The library serves residents of West Des Moines and Polk, Warren, Dallas, and Madison counties. The library began in 1934 with a small 450-volume collection in a private residence. The library expanded over the years and moved into six other buildings, including the West Des Moines City Hall. In 1966, the first permanent library facility was built. This building was the home to the West Des Moines Public Library for thirty years until the current facility was opened in 1996. The library shared space in the facility with the West Des Moines city offices for several years. The library is now the sole occupant of the 51,000 square foot facility since the West Des Moines Police Department, West Des Moines City Hall, and other West Des Moines city offices are now housed in a new facility adjacent to the library (West Des Moines Public Library, 2012a). I observed Louise Alcorn, Reference Technology Librarian for the West Des Moines Public Library. Louise has been employed in this position at the West Des Moines Public Library since 1996. The West Des Moines Public Library policy manual addresses topics important to the reference section of the library. Policies outline library card eligibility, interlibrary loan fees, the number of items that may be checked out at a time, and the duration of the loan of library materials. Other policies outline the fees for printing and regulate the use of meeting rooms, study rooms, library computers, wireless Internet connections, and printers. Finally, policies establish selection criteria for library materials (West Des Moines Public Library, 2011).

CIMT 631- Farnsworth 2 Essay 3 The West Des Moines Public Library is currently operating with about one-half of the necessary staff. Consequently, Louise and other reference librarians must supervise the computers and study rooms in addition to manning the reference desk. When the library is fully-staffed, a library assistant would supervise the computers and study rooms. These additional duties can interfere with the reference librarians ability to address true reference questions. The line of patrons waiting for study rooms or computers often forces the reference librarian to interrupt the reference interview or hurry through the reference transaction. Reference librarians have created many brochures to inform patrons about programs and services and provide step-by-step instruction for using technological resources. One brochure highlights the various databases available to patrons including EBSCOHost, Do It Yourself: Auto Repair Reference Center, AtoZ Databases, Learning Express Library, Transparent Language Online, Literary Reference Center, Novelist Plus, Heritage Quest, Ancestry Library Edition, Value Line Research Center, Morningstar Investment Research Center, ProQuest, and Facts on File World News Digest (West Des Moines Public Library, 2012b). The reference desk also has seven different brochures to help patrons use ebooks on various devices. The West Des Moines Public Library participates in the WILBOR (West/Central Iowa Libraries Building Online Resources) consortium to provide downloadable ebooks for patrons. The brochures provide detailed, step-by-step instructions with screenshots to help patrons learn how to independently use this service. Specific brochures address using WILBOR Overdrive with a laptop, Kindle Fire, Barnes and Noble Nook, iPhone, iPad, or iPod Touch. Louise created the majority of these brochures in response to repeated patron inquiries about how to use ebooks on

CIMT 631- Farnsworth 2 Essay 4 specific devices. The brochures are a great way to walk patrons through a difficult process and eliminate potential problems and questions. A daily tally sheet at the reference desk helps track the types of patron interactions that occur each day. The tally sheet is divided into sections for reference transactions and directional questions. Reference transactions include ready reference questions, research questions, and readers advisory inquiries (Harper, 2011). Ready reference transactions address frequently asked questions. Almanacs, encyclopedias, dictionaries, and phone books are typically used to answer these questions. In addition, handouts, brochures, quick fact guides, community resource directories, and basic reference websites can provide useful ready reference information (Harper, 2011). Louise showed me the current set of encyclopedias, almanacs, phone books, and brochures that are kept at the reference desk to address such inquiries. She indicated that the demand for this type of reference transaction has diminished because of the quick information that can be located on the Internet. Research transactions are more complex, require in-depth communication, and often require the use of multiple reference sources (Harper, 2011). These transactions may require several interactions in order to address all of the patrons questions. It is important that the reference librarian employs a system of question triage to identify what types of questions the patrons have when more than two patrons are waiting (Reference and User Services Association, 2004, 1.3.1). Louise was very adept at determining the needs of each patron and helping patrons with quick directional questions or ready reference inquiries first in order to devote more time to research inquiries. She also acknowledged other patrons who were waiting for assistance (Reference and User

CIMT 631- Farnsworth 2 Essay 5 Services Association, 2004). This helped the patrons feel that they were important. In addition, they were more likely to wait for assistance once they had been acknowledged. Louise is familiar with the librarys reference sources, non-fiction texts, and online databases, so she is able to expertly assist patrons with their research inquiries. Readers advisory transactions occur when patrons request assistance finding something to read. It is important for reference librarians to have a thorough knowledge of the collection so they are able to advise patrons about various library materials including fiction books, non-fiction books, podcasts, audiobooks, ebooks, and online resources (Harper, 2011). Louise is extremely knowledgeable about the materials in the library collection. She recognized the names of popular authors and was able to help patrons locate the titles they were seeking. The reference librarians at the West Des Moines Public Library spend much of their time addressing directional questions. Directional questions are not considered to be reference transactions although many librarians spend significant time answering directional-type questions (Harper, 2011, p. 15). According to the Reference and User Services Association, reference transactions do not involve providing assistance with locations, schedules, equipment, supplies, or policy statements (as cited in Harper, 2011, p. 15). However, Harper (2011) states that librarians should not differentiate among the types of questions that they are asked. Instead, librarians should focus on establishing an attitude of approachability and receptiveness (p. 15). Directional questions include helping patrons locate restrooms, scheduling reservations for study rooms, providing computer assistance and troubleshooting, activating library cards, and completing financial transactions regarding printing. It is important that reference

CIMT 631- Farnsworth 2 Essay 6 librarians make the patrons feel comfortable asking these directional questions because the manner in which they are treated during these transactions may influence their attitudes about the librarians and the library in general. A helpful reference librarian who acknowledges the patrons and makes them feel welcome may encourage patrons to come back to the library with future reference inquiries (Harper, 2011). Louise informed me about many of the community service activities in which the West Des Moines Public Library participates. The library provided a polling place for early voting during the entire month of October for the 2012 election. The library has a Food for Fines program that will waive overdue fines in exchange for a donation to the local food pantry. The library staff, in conjunction with the West Des Moines Department of Human Services, creates a mitten tree each year for needy children. The Teen Advisory Board sponsors face painting at the annual community Illumifest each fall. The library meeting rooms are used by writers groups, scout troops, church groups, quilting groups, condo association meetings, and adult programming activities, such as making cards and scrapbooking. Louise also stated that many medical students from Des Moines University use the West Des Moines Public Librarys study rooms. All of these programs help the library build positive relationships with members of the community. Before I took this course, I did not realize that community involvement is vital for libraries. These efforts may encourage people to visit the library for reference assistance in the future. During our online discussion, my peers wondered whether these efforts would truly result in more patron visits to the library. It would be interesting to find out if any of the teens that had their face painted ever came back to get a library card or use the computers. My library also tries to host community outreach programs, however, it

CIMT 631- Farnsworth 2 Essay 7 seems as if most of the people who attend the programs are already library patrons. We struggle with finding ways to bring new patrons through the doors. Reference librarians must employ active listening techniques to validate patrons concerns and questions. Reference and User Services Association (2004) identifies key characteristics that will help the librarian identify the patrons true needs while making them feel comfortable asking for assistance. These characteristics encourage librarians to speak with a welcoming tone of voice, listen fully to the patron before making comments, rephrase the question to ensure understanding, and ask open-ended questions to gather additional information. Active listening consists of six main skills: paying attention, withholding judgment, reflecting, clarifying, summarizing, and sharing (Harper, 2011, p. 83). Louise emphasized the importance of being an active listener during the reference interview. She felt that clarifying and summarizing were especially important skills for identifying the true research question. She provided an example to illustrate her point. A patron asked for information about bees. Louise was able to ask a series of open-ended questions to eventually determine that the patron was really seeking information about how bees produce honey. Louise was able to glean the true research interest through active listening and was able to help the patron find the answer to her question. If she had not asked clarifying questions, she would have directed the patron to sources that provided general information about bees rather than sources that provided specific information about honey production. Listening was an important topic throughout our online discussion. Many peers expressed concerns that the librarians that they observed were not actively listening to their patrons. Some were more concerned with updating their Facebook profile while others gave off the vibe that they really just wanted to be left

CIMT 631- Farnsworth 2 Essay 8 alone. The online discussions illustrated that it is vital for librarians to possess effective listening skills. Effective reference librarians should also educate patrons about the search process. After determining the research questions, Louise asked the patrons to explain their attempts to locate information (Reference and User Services Association, 2004). Questions that she asked included Have you tried searching the catalog? and Did you try using the EBSCO database? These questions help Louise learn more about the patron and their familiarity with various search tools. Once Louise determined the research strategy that she wanted to use, she shared her strategy with the patrons. In this way, Louise was able to educate patrons about various library resources and effective search strategies. As she was conducting the search, Louise informed patrons about the terms that she was using to search databases and the online catalog. For example, she told a patron looking for information about event planning that she was going to search for party planning, event planning, and wedding planning to find all relevant information. Identifying appropriate databases and explaining search terms will allow the patrons to become more independent the next time they are seeking information. Several of my classmates mentioned that the reference desk at the libraries where they observed had two computer monitors. This enabled the patron to see the same information that the librarian was viewing on the other monitor. Louise had to swing the monitor around in order for patrons to view the results after she conducted a database search. Having two computer monitors would make reference transactions more efficient. Follow-up is another important aspect of the reference interview. It is important for patrons to feel that their inquiries are important and that the librarians truly want to

CIMT 631- Farnsworth 2 Essay 9 help them locate information. Reference librarians need to make sure that they have answered all of the patrons questions and encourage them to come back to the reference desk if they need additional assistance. Circulating throughout the library is also an effective follow-up technique (Reference and User Services Association, 2004). Louise always ensured that she had addressed all of the patrons questions and took the time to answer follow-up questions and multiple inquiries. In addition, she encouraged patrons, even those who asked directional questions, to return to the reference desk if they had more questions or needed additional assistance. Louise spent some time roving throughout the computer workstations, especially when she was providing assistance to a man with physical and mental disabilities who was attempting to fill out a seventy-five question online dating profile. However, she was not able to circulate as much as she may have liked because she needed to be in close proximity to the reference desk. Weekday evenings are busy times for the use of computers and study rooms. All patrons using study rooms must check in at the reference desk to obtain the room key. In addition, patrons who do not have a library card must request a guest computer pass from the reference desk. Finally, Louise would have been able to circulate more if she had not been busy answering my questions, giving me a tour of the reference section, and explaining library policies and procedures. I think Louise probably circulates throughout the library more frequently than I observed because she felt like she needed to be available to answer questions that I might have during my observation. I have found that proximity and checking in with patrons frequently helps them feel that their inquiries are important to the library staff.

CIMT 631- Farnsworth 2 Essay 10 I enjoyed my observations at the West Des Moines Public Library. It was interesting for me to observe a library in a large city. This library was much different than the public library I frequent in my tiny town. I read the brochures and calendars to learn more about ebooks and get ideas for adult and childrens programming for the library in my community. I wish that I had all of the reference resources in my library that I observed in West Des Moines. It would be beneficial to have access to many different online databases, ebooks, and current reference materials. I also learned that technology is an important part of the job of a reference librarian. This observation helped me to see that it is important to stay current in the latest technologies because reference librarians are expected to be knowledgeable enough to assist patrons. Most of all, I learned the importance of asking the right questions during the reference interview, listening to the responses of the patrons, and using that information to select the reference materials that will best meet the needs of the patrons.

CIMT 631- Farnsworth 2 Essay 11 References Harper, Meghan. (2011). Reference sources and services for youth. New York: NealSchuman Publishers, Inc. Reference and User Services Association RSS Management of Reference Committee. (2004). Guidelines for Behavioral Performance of Reference and Information Service Providers. American Library Association, September 29, 2008. Document ID: 512056 Retrieved from http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/guidelinesbehavioral. cfm West Des Moines Public Library. (2011). West Des Moines Public Library Manual. West Des Moines Public Library. (2012a). West Des Moines Library. Retrieved from http://www.wdmlibrary.org West Des Moines Public Library. (2012b). West Des Moines Public Library databases. [Brochure].