The reference section

Gosling, Mary. Learn Reference Work. Canberra: DocMatrix, 2001.

Introduction
The aim of every library is to provide information to its clients. The reference section provides services which help clients make the best use of a library’s resources, and find the information they require quickly and efficiently.

Reference services vary with the purpose and size of the library. A large library is likely to have a reference section of several staff who deal with a wide variety of subjects. They may also be responsible for a function or a subject area. A large library will have a separate reference desk and a loans desk to meet the needs of its clients. A smaller organization will may have only one or two staff who must provide a wide variety of services, although in a more specialized subject area. There is likely to be one desk only, providing loans and reference assistance.

Staff working in a reference collection consisting of printed publications and electronic sources which are used to find information and refer clients to other sources. The Internet in particular has increased the range of resources available for finding information and answering enquiries.

The basic purpose of a reference section is to assist clients to access information in the library’s collection and from other sources, and to make the best selection from the collection.

Reference services
The reference services provided by a library include

• assistance in using the library
• answering requests for information
• reader education
• conducting literature searches
• current awareness services

Assistance
Many library clients need assistance in using a library, particularly the first time they use it. They may need help searching the catalogue, finding material on the shelves or finding information in reference sources. Some people feel comfortable using a library, but are unfamiliar with electronic sources of information and request help using CD-ROM databases or the Internet. Library staff advise on search techniques and explain how to use the library’s resources.

Answering requests
Many people come to a library to answer a particular question or problem. They ask for help at the reference desk because they are unsure where to start looking. The enquiries range from simple questions – e.g. ‘do you have any books on Australian history?’ – to complex research topics such as ‘what effect did missionaries have on the political development of the Pacific region?’ Library staff are trained to find answers to these questions and to help clients find the information.

Reader Education
Library staff provide instruction on how to use the library to individuals and groups of clients. A library may hold orientation tours for new clients, or conduct training sessions on using resources or specific sections of the collection. Most libraries publish guides or leaflets on their collections and services.

Literature searches
If a library client has a complex research question, the library staff may search for the relevant information using online or CD-ROM databases or the Internet. In other libraries clients are encouraged to do their own searches.

Current awareness services
Current awareness services are provided to ensure that library clients keep up-to-date with information in their interest or subject areas. Services include:

• bibliographies or reading lists
  Library staff prepare lists of works on a particular topic of interest to their clients.
• journal circulation
  New issues of journals are sent to clients who have expressed an interest in reading them.
• display
  New additions to the library are displayed in a prominent position, or displays of material on a particular subject are prepared.
• new titles list
  A list of resources added to the collection is circulated to clients.
• circulation of journal title and contents pages
  Instead of circulating the journal, some libraries photocopy the title and contents pages and send those to their clients.
• newspaper clippings
  Some libraries prepare their own newspaper clippings by reading the daily papers and copying articles of interest to their clients. Others subscribe to commercial clippings services which provide articles relevant to that library’s needs.
• bookmarking relevant Internet sites
  Many libraries bookmark Internet sites which are relevant to their clients’ interests.
• current awareness bulletins
  Some libraries prepare bulletins which they distribute to their clients. These contain news about the library, details of new services, lists of newly accessioned resources and other items likely to be of interest.
• selective dissemination of information (SDI)
  SDI involves asking clients to describe their information needs and then supplying items which fit those needs when they are received by the library. This service is usually provided by special libraries and involves a great effort by the library staff.
• loans and interlibrary loans
  Most libraries lend materials from their collections to their clients. If a library does not hold the required item staff will borrow it from another library, thus extending the amount of information available to its clients
• provision of equipment
  The majority of libraries provide photocopiers to enable their clients to copy relevant information. Some libraries also provide computing facilities to assist clients in preparing reports or recording data.
• reference collection
  An important part of a reference section is the reference collection. It consists of works which assist clients to find information or refer them to other sources of information. Printed reference sources are usually shelved close to the reference desk for security reasons, because they are expensive. Also the reference staff can observe clients and see when they need assistance. Many reference sources are now available in electronic form as well as in print. The reference staff advise clients on how to use these sources efficiently.

Factors affecting service
Factors influencing the services offered include

• the type and function of the library
• the size of the collection
• the attitude of management, particularly in customer service philosophy
• the staff’s attitude towards customer service
• the needs of clients
• the numbers of clients
• availability of staff and their workload
• availability of facilities and space
• how much money is available

Exercise
Visit a library and find out whether the library publishes guides to the collection and services. Read these and look around the library for the signs used to describe reference services. Fill in the following table based on the information gathered:

Service	Does the library provide this?
Assistance in using the library
Answering requests for information
Reader education
Literature searches
Bibliographies or reading lists
Journal circulation
Displays
New titles lists
Circulation of journal titles and contents lists
Newspaper clippings
Bookmarking internet sites
Current awareness bulletins
Selective dissemination of information
Loans
Interlibrary loans
Photocopiers
Computing facilities
Reference collection

The Reference collection
A reference collection is a collection of sources in print and electronic form intended to be referred to rather than read. The materials are usually not for loan outside the library.

The reference collection consists of encyclopedias, dictionaries, directories, yearbooks, almanacs, atlases and other sources providing readily accessible reference information. It is arranged to enable convenient and rapid use by library clients and staff.

Exercise
Look at a library’s reference collection and choose an example of each of the types of reference book listed below. Examine it carefully, including the type of information it contains and the way it is arranged. Read the introduction, and fill in the tables.

Dictionary – an alphabetical arranged publication containing information about words, meanings, derivations, spelling, pronunciation, syllabication and usage.

Title of dictionary
Author or editor (if there is one)
Edition
Place of publication
Publisher
Date of publication
Purpose of work
Arrangement (e.g. alphabetical listing)
Example of a question it might answer

Encyclopedia – a systematic summary of significant knowledge; a summary of knowledge of one subject. Usually arranged alphabetically.

Title of encyclopedia
Author or editor (if there is one)
Edition
Place of publication
Publisher
Date of publication
Purpose of work
Arrangement (e.g. alphabetical listing)
Example of a question it might answer

Biographical dictionary – a listing of people, usually in alphabetical order of surname, providing details of dates, titles, birthplace, family, etc.

Title of biographical dictionary
Author or editor (if there is one)
Edition
Place of publication
Publisher
Date of publication
Purpose of work
Arrangement (e.g. alphabetical listing)
Example of a question it might answer

Directory – a list of names of residents, organizations or firms in a city, region, country or internationally, providing various details – e.g. addresses; a list of members of a particular profession or trade.

Title of directory
Author or editor (if there is one)
Edition
Place of publication
Publisher
Date of publication
Purpose of work
Arrangement (e.g. alphabetical listing)
Example of a question it might answer

Atlas – a volume of maps or charts with or without explanations.

Title of atlas
Author or editor (if there is one)
Edition
Place of publication
Publisher
Date of publication
Purpose of work
Arrangement (e.g. alphabetical listing)
Example of a question it might answer

Gazetteer – a geographical directory listing places, their locations and information about them.

Title of gazetteer
Author or editor (if there is one)
Edition
Place of publication
Publisher
Date of publication
Purpose of work
Arrangement (e.g. alphabetical listing)
Example of a question it might answer

Yearbook – an annual publication containing current information in brief, descriptive and/or statistical form.

Title of yearbook
Author or editor (if there is one)
Edition
Place of publication
Publisher
Date of publication
Purpose of work
Arrangement (e.g. alphabetical listing)
Example of a question it might answer

Almanac – an annual calendar with astronomical and other data. A miscellany of useful facts and statistical data.

Title of almanac
Author or editor (if there is one)
Edition
Place of publication
Publisher
Date of publication
Purpose of work
Arrangement (e.g. alphabetical listing)
Example of a question it might answer

Manual – a book of instruction on doing, making or performing something.

Title of manual
Author or editor (if there is one)
Edition
Place of publication
Publisher
Date of publication
Purpose of work
Arrangement (e.g. alphabetical listing)
Example of a question it might answer

Handbook – a concise ready reference source of information for a particular field of knowledge.

Title of handbook
Author or editor (if there is one)
Edition
Place of publication
Publisher
Date of publication
Purpose of work
Arrangement (e.g. alphabetical listing)
Example of a question it might answer

Bibliography – a list of related library materials or resources, usually subject-related.

Title of bibliography
Author or editor (if there is one)
Edition
Place of publication
Publisher
Date of publication
Purpose of work
Arrangement (e.g. alphabetical listing)
Example of a question it might answer

Finding out about reference works
In order to find out about reference works, you can look at guides to reference sources such as A. J. Walford’s Guide to reference materials and Eugene Sheehy’s Guide to reference books. Library journals and newspapers often include reviews of reference works. Publishers also send out brochures about forthcoming reference works.

The May issue of American libraries each year includes an article ‘Outstanding reference sources: the [Year] selection of recent titles’ which lists the annual recommendations of distinguished reference works selected by the American Library Association Reference and User Services Association’s Reference Sources Committee.

Exercise
Visit a bookshop and look at the reference section to see what titles are available. Note the prices of reference works.

Evaluating a reference work
When you are choosing the reference work which best suits your needs, you should consider the following factors:

• authority
• aims
• scope
• slant
• arrangements
• documentation
• quality of index
• book production
• recency of information

Authority
The publisher’s reputation is important and can be used as a measure of the quality of the work. The preface usually lists names of editors, editorial staff, advisers, consultants and contributors and includes their qualifications and status. Remember that accuracy may be affected if the author or editor relies on secondary rather than primary sources.

Aims
Most reference works include an introduction which explains why the work was produced and who is the intended client group.

Scope
You should check to see whether the publication is comprehensive within its chosen area or whether it is selective. Some reference sources are designed for specialists. Others are designed for the popular market. Authors or editors may compromise between scholarship and popularity to boost sales.

Slant
Some reference works have a national slant – i.e. they include information of interest to a particular country rather than having an international appeal. Always check where a reference work was published as this may suggest a bias in the information.

Arrangement
After looking at a variety of reference works you will notice that some are easier to use than others because the information is arranged in a more logical manner. Most clients want to find information quickly so they prefer sources which are designed for ease of consultation. A reference source is often judged by its arrangement rather than its content.

Documentation
Reference sources often provide bibliographies or further reading. It is important to check the recency of these references.

Quality of index
The index needs to be comprehensive and easy to use. It should include adequate cross-references and ‘see’ references from non-used terms.

Book production
Features such as the size of the publication, type-face, illustrations and maps, paper quality and colours, the style of binding, and the total arrangement will all influence how you judge a reference work. The inclusion of special features – e.g. maps, charts, illustrations, tables, photographs, and bibliographies – may encourage you to choose one reference source in preference to another.

Some reference works are designed to be eye-catching, using lots of colours, large illustrations and maps and a variety of fonts. It is important not to be side-tracked by presentation and forget to check the accuracy of the information.

Recency of information
It is important to check the preface or introduction to determine the recency of the information – remember that the year of publication is not always an indicator of the recency of the contents as some reference sources take years to compile.

Resetting the text of a reference source – e.g. a large encyclopedia – is a major undertaking so some publishers produce yearbooks or a supplement instead of updating the complete work. You should check how often a reference source is updated.

How to study reference works
1. When first examining a reference publication, study the title page carefully to find out the scope of the work as indicated in the title, the author’s name, the author’s background (qualifications, positions held, titles of earlier works), the publisher and the date of publication.

2. Read the preface or introduction for further information about the scope of the work, special features, limitations if any, and comparison with other publications on the subject.

3. Examine the publication itself to determine its arrangement, the types of entries, information on the use of cross references, any supplementary lists, indexes and the quality and kind of articles, noting whether they are popular or scientific, signed or unsigned, impartial or biased and whether bibliographical references are included.

4. Finally compare the publication with earlier editions and check whether this edition supersedes earlier editions or should be used in conjunction with earlier editions.

Selecting the correct reference tool
To select the correct reference tool, remember the five basic questions:

who?

what?

where?

when?

why?

You can then decide which information source needs to be used. The table below will help you with that decision.

Query		Purpose	Source
What?	Words	Meaning Spelling Pronunciations Synonyms Usage	Dictionaries and thesauri
	Things	Background	Encyclopedias
		Facts and figures	Almanacs and handbooks
Who?	People	Background	Biographical dictionaries Encyclopedias
		Location	Directories
Where?	Places	Location	Maps, atlases, gazetteers
		Facts and figures	Almanacs and handbooks
		Background	Encyclopedias, thematic atlases
When?	Events and dates	Facts and figures	Almanacs and yearbooks
		Background	Encyclopedias
Why?	Information	Current events	Indexes, yearbooks
		Facts and figures	Directories, handbooks, statistics
		Background	Encyclopedias

Source: Adapted from Figure 2.3 in Nancy Lane, Techniques for student research: a practical guide 2^nd ed. Melbourne, Longman, 1996, p. 15.

ExerciseLook at the following questions and decide which type of reference source you would use to find the answer. (You do not need to name a specific title.) Describe the clues you look for when deciding how to find the answer – e.g. if the question asks for the meaning of a word you would use a dictionary.

1. What is the population of San Francisco?	Source: an atlas or gazetteer Clue: information about a place
2. When will Easter fall in the year 2011?	Source: an almanac Clue: information about the calendar
When was the Battle of Waterloo?	Source: an encyclopedia Clue: information about a historic event
B What do the initials GATT stand for?	Source: a dictionary of initialisms Clue: information on initials
When was the Australian actress Ruth Cracknell born?	Source: a biographical dictionary Clue: information about a person
What are some antonyms of ponderous?	Source: dictionary of antonyms Clue: information on an antonym
Who are the members of the Brunei royal family?	Source: a biographical dictionary Clue: information about people
< Where is Palermo?	Source: an atlas or gazetteer Clue: information about a place
Who is the Managing Director of Ingersoll-Rand (Australia) Limited?	Source: a business directory Clue: information about a business
I am writing a paper for publication and am not sure when to use quotation marks. Where would I find some instruction?	Source: a style manual Clue: information on writing style
I want a list of books written by Sir Arthur Conan Doyle.	Source: a bibliography or library catalogue Clue: information about books
I have to find some information on environmental pollution for a school project. Is there a study guide on the subject?	Source: children’s encyclopedia Clue: information relating to a child’s interest
I am looking for some recent articles on folk medicine.	Source: periodical index or database Clue: information about articles
How many children attend primary school in Australia?	Source: a statistical yearbook Clue: information on statistics
Who wrote the book Charlie and the chocolate factory?	Source: a bibliography or library catalogue Clue: information about books
What are the names of the major companies in Darwin?	Source: a business directory Clue: information about companies
Who is the Premier of New South Wales?	Source: a government directory Clue: information about government
I am looking for information on the theory of evolution for a school report.	Source: an encyclopedia Clue: information relating to school work
What is the annual rainfall in Morocco?	Source: a yearbook, encyclopedia, almanac or gazetteer Clue: information about a country
What are the names of the most famous French artists?	Source: an encyclopedia Clue: you do not have a particular name to search so a biographical directory is no use. Try a general encyclopedia

A search strategy

A search strategy is the process of finding answers to reference queries in the fastest, most efficient way. You must use reputable sources and avoid giving answers based on your own knowledge. It is important to discuss your strategy with your client, and encourage them to contribute their ideas.

An efficient search strategy involves the following steps:

1. clarifying the problem

2. selecting the materials

3. prioritizing the sources

4. locating the sources

5. searching the materials

6. evaluating the process

7. compiling and presenting the information

Clarifying the problem

• Fit the topic into a discipline – e.g. computer science, history.
• Make sure you are familiar with the topic – check the terminology in a dictionary or encyclopedia.
• What level of detail is needed?
• How much information is required? Would a paragraph from a textbook be sufficient, or does the enquirer want a list of references?
• Who is going to use the information? Is it for the client or for someone else?
• What will the information be used for?
• How urgent is the request? Can you take your time looking for the information or is it needed immediately?
• Is recent material needed, or historical information?
• Do you need a particular format – e.g. a video or periodical article?

Select the materials

• Decide whether the information is likely to appear in reference sources.
• Is the information likely to be held by a library, information agency, archive or other source?
• Do you need to contact an expert in the field?
• Do you need to search the catalogue, or consult indexes or databases?

Prioritise the sources

• Identify the sources in the order of their likelihood to contain the information.

Locate the sources

• Are they in the reference collection?
• Are they held by the library or information agency?
• Will you need to find another location?

Search the materials

• Search until you find an answer or determine that the answer is not in that source.

Evaluate the process

• Is further clarification of the problem necessary?
• Is more time available?
• Do you need to refer the problem to someone or somewhere else?

Compile and present the information

When using this search strategy you need to ensure that you have understood

• the type of information needed
• the formats (books, serials, company reports, graphic, aural, etc.)\
• the method of presentation
• the timeline
• the resource implications
• any special sensitivities relating to the type of information needed.

The process of obtaining this information from the client is called a reference interview.

Prime sources of information

Library catalogue – This is the most important and useful reference source in a library because it is a systematic list of all the materials held by the library. The catalogue enables clients and staff to find whether the library holds a particular item if they know the author, the title or the subject.

Reference collection – This is used to answer reference questions which involve finding factual information.

General collection – Some enquiries can be answered from items held in the general collection such as monographs or periodicals.

Databases and networks – You may need to search periodical databases or search for information on the Internet in order to find the relevant information for an enquirer.

People – Some questions can only be answered by an expert in the field. Also, if you have a friend who has a lot of knowledge about a particular subject, you can save time by asking their advice.

Other libraries and agencies – Although it is very satisfying to answer an enquiry from your own library’s collection, there will be some questions which cannot be answered so you will need to refer to other libraries or information agencies.

Techniques of good searching

You should always:

• keep a record of the search, showing the trails you have followed and desirable trails not followed or not completed
• watch out for errors such as spelling or factual errors
• watch spacing, as hyphenated words may be written as one word – e.g. yearbook, year-book or year book
• if doing a literature search, look for existing bibliographies on the topic to save you time and effort
• use related terms such as synonyms

Citing references

When you find information for a client, you must ensure that the client knows exactly where the information was located. Clients often want to refer back to a source for additional information. It can be very frustrating trying to find a source which has no identification.

If you make photocopies from a book, make sure you include the author, title, place of publication, name of publisher and date of publication as well as the relevant page numbers. For example,

Lane, Nancy, Techniques for student research: a practical guide, 2^nd ed., Melbourne, Longman-Cheshire, 1996, pp. 30-45.

Many journals include the title printed on each page, but you must check that all of the required information is recorded – e.g. author of article, title of article, title of journal, issue details and page numbers. For example,

Tate, Marsha and Jan Alexander, ‘Teaching critical evaluation skills for

World Wide Web resources,’ Computers in libraries, Nov./Dec. 1996, pp. 49-55.

Sources downloaded or printed from the Internet usually include website details, but you should always check that all of the information is included. For example,

For a homepage:

The Human Rights and Equal Opportunity Commission home page at http://www.hreoc.gov.au

For an article:

Lennox, John, ‘Dying to work’ [online], Background briefing June 8, 1997. http://www.abc.net.au/rn/talks/bbing/bb970608.htm

Some libraries recommend that you write the date that you found the website because sites on the Internet are likely to change.

Types of reference questions
Reference questions fit into the following categories:

Directional – these require a knowledge of the physical layout of the library – e.g. where are the maps shelved?

Reader educational – these involve educating people to use the library’s resources effectively – e.g. how do I use the CD-ROM databases?

Ready reference – involves providing factual information from one simple source – e.g. what is the population of Peru?

Research - involves answering complex questions which cannot be answered from one source – e.g. what is the impact of current levels of unemployment on the social security systems of France, the USA and Australia?

Exercise

Look at the following questions and decide which of the above categories they belong in – i.e. directional, reader educational, ready reference or research.

1. I want some information on zoology.	Ready reference or research depending on how much information the enquirer wants
2. Where is Pokhara?	Ready reference
3. Where are the recent journals shelved?	Directional
4. I am looking for a book about a school written by an Australian author.	Ready reference or research depending on how much additional information you can obtain when questioning the enquirer
5. Can you find some articles on the effects of rubella in pregnant women?	Research
6. I need some information on the history and development of the Australian wool industry.	Ready reference or research depending on how much information the enquirer wants
7. How do I use your library catalogue?	Reader education
8. How do you stop severe chest pains?	Ready reference or research depending on how much information the enquirer wants. Make sure the enquirer is not in need of medical treatment.
9. Has Thomas Keneally written anything else beside Schlinder’s ark?	Ready reference
10. Where do you keep the large-print fiction?	Directional
11. When will the next election be held?	Ready reference
12. Do you have any pictures of the Tasmanian wilderness?	Ready reference or research depending on how much information the enquirer wants
13. I need some information on the use of radio-carbon testing to date ancient relics.	Research
14. I am looking for a blue book on one of the shelves near the door. My friend had it last week and said it was very good.	Ready reference or research depending on how much additional information you can obtain when questioning the enquirer
15. I want a good introductory book on astronomy.	Ready reference
16. Please will you show me how to use the Internet. I am looking for some information on the importance of exercise.	Reader education
17. Who was Conchita Supuervia?	Ready reference
18. Where would I get hold of a copy of the National Library’s Annual report?	Ready reference
19. How long is the Nile River?	Ready reference
20. Give me everything you have on Napoleon Bonaparte.	Ready reference

The readers’ advisor
A readers’ advisor is a library staff member who answers questions and helps readers find information. They generally assist in the use of the resources of the library and may advise readers on their choice of books.

The reference desk is often seen as the hub of the library. Many clients seek reference help before attempting to look in a catalogue. Other clients are too timid to approach those ‘smart people’ behind the desk. Working on the reference desk should be seen as challenging and interesting, as the purpose of a library is to serve the needs of its clients.

Reference staff should be proactive and reactive. They should look for clients who are uncertain of where to go or what to do while dealing with clients familiar with the range of library services.

All reference staff should familiarize themshelves with library procedures and policies, such as registrations, emergencies, telephone procedures and gathering statistics. Reader education and training, such as how to use the catalogue, may also be the task of the reference staff, so it is important to practice these skills.

It is a good idea to become knowledgeable in local and current affairs, so read the daily and local papers as these often generate reference queries. Reference staff should also read community notices and listen to the local radio.

Never assume knowledge. If you do not know an answer, then refer the client to those who could help. Be prepared to call for help in busy times – pride in coping has no place in a busy reference department, especially if it means clients wait, or leave without help.

In order to work as a readers’ advisor you need a wide range of skills and knowledge.

Personal characteristics
You need to be

• tactful
• tenacious in searching for answers
• approachable\
• enthusiastic about reference work

You should also have

• a good general knowledge
• an analytical mind
• an interest in finding information
• a commitment to delivering high quality customer service.

Communication skills

You need

• good listening and questioning skills
• the ability to give instructions and explain procedures
• positive body language
• the ability to put people at their erase
• skills in assisting clients regardless of their age or temperament and familiarity with libraries

Library skills

You must

• know the collection, particularly the reference collection
• know how to formulate a search strategy and practice good search techniques to gain access to information
• have an understanding of library policies and rules
• be able to decide when you need help or refer the inquiry to another library or information agency
• have an understanding of the principles of good customer service.

The reference desk

In some libraries the loans desk and reference desk are separate. In others the same desk provides both reference and loans services. Clients may be unsure which desk to approach and will usually ask for help at the first desk they see. This means that loans staff often refer clients to the reference desk or will try to handle the enquiries themshelves.

Some larger libraries have a separate area for complex enquiries. Staff at the reference desk screen enquiries and make appointments for clients to see a more senior staff member if necessary.

Arrangements for recording reference enquiries vary from library to library. Many libraries record the total number of enquiries. Others go into detail about the type of enquiry and the time taken to complete it. Some libraries use cards or a notebook to record places and people contacted frequently, or which were particularly useful in case they receive a similar enquiry.

Pressures at the reference desk

Working in a reference area can be demanding, and you may have to face the following situations:

• You need to handle several enquiries at once and establish priorities.
• You may be bombarded with simultaneous questions or have long quiet periods. You may have to do other work to fill in time, but must look willing to assist clients.
• You must decide whether to give priority to telephone or personal requests. (Most libraries have a policy to guide you.)
• You need skills to cope with demanding patrons.
• You may need to convince the administration that additional staff is needed, but it is difficult to obtain data on the quality of service.
• You may have interruptions because you need to fill in for other staff or maintain equipment.

Pressures can lead to exhaustion, frustration and apathy, which lead to a poor service.

Training methods

Libraries adopt different methods to train new reference staff. They may be attached to an experienced member of staff and work under supervision. They observe senior staff conducting reference interviews, formulating and carrying out search strategies. They may be given time to browse through the reference collection and to explore electronic resources to become familiar with information sources.

Library technicians in the reference section

A library technician is likely to make the initial contact with the client. If the enquiry is difficult, they should refer the enquirer to a reference librarian. The amount of responsibility given to technicians depend on the philosophy of the library and the librarians, the type of library and its clients, and the size of the library.