GLC Reference Services and Research Support 1 — Questions and Answers
Question 1: What is the primary purpose of the reference interview in library services?
- To verify the patron's library card is active
- To clarify the patron's actual information need before providing assistance (Correct answer)
- To determine whether the patron qualifies for library services
- To record the patron's question for statistical reporting
Correct answer: To clarify the patron's actual information need before providing assistance
The reference interview is a structured conversation used to clarify and understand the patron's true information need, which may differ from their initial question.
Question 2: Which type of question is most effective for opening a reference interview?
- Closed questions that can be answered with yes or no
- Leading questions that suggest the expected answer
- Open-ended questions that encourage the patron to elaborate (Correct answer)
- Hypothetical questions about future information needs
Correct answer: Open-ended questions that encourage the patron to elaborate
Open-ended questions invite patrons to describe their needs in their own words, giving the librarian richer context to provide accurate assistance.
Question 3: A patron asks for 'something about the Civil War.' What is the librarian's best first action?
- Direct the patron immediately to the history stacks
- Conduct a reference interview to determine the patron's specific need (Correct answer)
- Print a bibliography of Civil War books from the catalog
- Assume the patron needs a general overview and hand them an encyclopedia
Correct answer: Conduct a reference interview to determine the patron's specific need
A vague request requires a reference interview to determine whether the patron needs a specific battle, era, biography, or other aspect before any resources are recommended.
Question 4: What distinguishes a 'ready reference' question from a research reference question?
- Ready reference questions come from children; research questions come from adults
- Ready reference questions require brief factual answers; research questions require in-depth assistance (Correct answer)
- Ready reference questions can only be answered using print sources
- Ready reference questions are answered by paraprofessionals only
Correct answer: Ready reference questions require brief factual answers; research questions require in-depth assistance
Ready reference questions seek quick facts (e.g., a phone number or date), while research reference questions involve complex information needs requiring extended librarian guidance.
Question 5: Which reference source would BEST help a patron find a brief definition of a legal term?
- A thesaurus
- A general encyclopedia
- Black's Law Dictionary (Correct answer)
- An almanac
Correct answer: Black's Law Dictionary
Black's Law Dictionary is the standard legal reference for definitions of legal terms and is the most appropriate specialized reference source for this need.
Question 6: Which technique helps ensure the patron's question has been fully answered at the end of a reference transaction?
- The follow-up question, also called the 'closure question' (Correct answer)
- Asking the patron to sign a satisfaction form
- Directing the patron to file a written request
- Referring all unanswered questions to the library director
Correct answer: The follow-up question, also called the 'closure question'
A follow-up or closure question—such as 'Does this completely answer your question?'—confirms that the patron's need has been fully met before ending the transaction.
Question 7: According to RUSA (Reference and User Services Association) guidelines, which behavior is a hallmark of excellent reference service?
- Completing all transactions in under two minutes for efficiency
- Maintaining approachability, interest, listening, searching, and follow-up (Correct answer)
- Referring all research questions to subject-specialist librarians
- Limiting reference service to questions from registered borrowers
Correct answer: Maintaining approachability, interest, listening, searching, and follow-up
RUSA's Guidelines for Behavioral Performance of Reference and Information Service Providers identify approachability, interest, listening/inquiring, searching, and follow-up as the five core behavioral attributes.
GLC Reference Services and Research Support 1
What is the primary purpose of the reference interview in library services?