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REFERENCE SOURCES AND SERVICES

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 REFERENCE SOURCES AND SERVICES

BY

BLESSING AHIAUZU (Ph. D); A.L.A.

Acting University Librarian

Rivers State University of Science and Technology

P.M.B. 5080, Port Harcourt. Nigeria.

ABSTRACT

This paper seeks to examine the nature of the reference sources as

they relate, particularly. to a University Library System usmg the Rivers
State University of Science Technology, Port Harcourt to illustrate. The
purpose is to marry this nature of sources and services with some
identifiable "compromising qualities reminiscent of a good reference
librarian". The paper also provides pointers to how best to train the
twenty-first century reference librarian to serve their clients better In
the couse of the study it was cbsetveo that the tibreryscnoo's where
the librarians are trained might be lacking in the inclusion of some
interpersonal and moral courses in ttieit curricula. Based on these
observations and the study of the teivent literature it is recommend
\ that library schools consider the inctustoti of psychology and sociology
courses in their future curricula.

INTRODUCTION

\ The librarianship profession today is one of the most dynamic as it IS

constantly challenged by the various source of information increasingly

I ,,.
~
associated with the technological advances in information and
communication technologies. Librarians in general and the Reference
Librarian in particular. have to keep abreast of these changes if they
have to remain reiavant in the proftession. Evidence has shown that
t, most library users come to the library already familiar with one new
2 source of information and service orthe other because of the popularity

\ of the computer and its related gadgets already in use in homes. In

other words, the library clientele today is more aware than in the past,

~
of current information and sources and services. To keep pace with this

9
 BLESSING AHIAUZU REFERENCE SOURCES AND SERVICES
information age, most libraries have installed local area networks (LAN)
and internet facilities to equip the Reference Librarian to cope with the
demands. However, in addition to the advent of LAN and internet facilities,
the Reference librarian works with other tools or sources in which the
libarian is proffesionally trained to know what information to look for in
D); A.L.A.
each source. In this paper, we shall identify most of these reference
rian
sources designed to meet both the traditional and special information
and Technology
needs of the University library's clienteL We shall approach itn first, by
Nigeria.
providing a working ideal definition of what reference is. This would be
follwed by identifying the sources and services that may be available
and, then suggest the best way to train or prepare the new age librarian
to serve their clients better.

Ihe reference sources as WHAT IS REFERENCE?

. System using the Rivers As the term implies, it is where something or somebody is referred. The
'Harcourt to illustrate. The dictionary meaning of reference captures the same view of consulting,
and services with some turn to for aid or information. For the purposes of the librarian or library,
t of a good reference a reference is a sympathetic and informed personal aid In interpreting
10 how best to train the library collections either for study or research. The idea of "informed
their clients better. In personal aid" presupposes that the reference librarian must be
hbrery.schoot« where knowledqeable of all the sources for specific information anc not
- the inclusion of some necessarily posessessing those sources in the physical particular library
. via. Based on these building or collection. This is where we seem to depart slightly from the
ture. it is recommend defination provided by some authors, when they argued that reference
ology and sociology work ... includes a direct personal aid within a library to a person in
search of information for whatever purpose and also various library
activities especially aimed at making information as easily available as
possible. In the same vein, Ranganthan in Katz (1982) who is regarded
as the father of librarianship posits that reference service is the
establishment of contact between the researcher and the book
by personal services. He believes that the establishment of such contact
is the only available and effective method of discharging the function of
converting the potential users into habitual users (emhpasis mine). Today,
reference work is no longer limited to contact between resarch and the
book, but goes beyond that to include information about the football
league results etc. In what follows, we shall identify and examine most
reference sources availabeto the reference librarian and the library users.

10
 BLESSING AHIAUZU
The Card Catalogue: .
BLESSING AHIAUZU _ REFERENCE SOURCES AND SERVICES The cards in 3" x 5'" Off'
REFERENCE made from factory or
As Okoro (1999), rightly noted that "reference sources" includes card catalogue's COl .­
everything and everywhere that a piece if information could be gotten to advantage over the
meet the information needs of the clientele. This is why when speaking that it is easy to update
of the "generic sources", it connotes everything including the human book cards are simply
mind. However, the library acquires specific materials or tools in order appropriate places.
to facilitate access to 'sources of information in the library. These sources "r

include the library, library catalogues, the generic book and the human The Book Catalogue is ­
mind. We shall now provide brief details of each source space to accomodate
cheaperto reproduce
THE LIBRARY major disadvantage lies.
Every library is a reference source Irrespective of the size or location has grown into several
Edoka (2000 101) notes that: "indeed the entire information items in the more laborious.
library are acquired for the provision of general information as well as
research service to the library users". Some libraries are only referral. In
other words. most materials are consulted within the library and
photocoping services are provided. Examples include the British Lending
Library, the Bordelian Library and the Library of Congress. Only
photocopying services are provided to users by these libraries. Libraries
also engage in ir-terlibrary co-operation which thus. positions any
participating library as a reference source. Libraries within a particular
vicinity can co-operate in this manner. The current virtual Library
phenomenon when fUlly operational. will render almost all libraries across
the globe reference sources

LIBRARY CATALOGUES
Reference work is as seen a tria/ogue between tha readers, librarian
and the catalogue Of this trialogue. the library's catalogue is the most
vital component. The reason is that it is the catalogue that represents
the library's resources - the entire holdings of the library. The catalogue
is the roadmap and such a very Important tool in reference work. Through
the catalogue. library patrons find their way to the subjects, titles, editions
r and authors available in the library. The arrangement is usually THE GENERIC BOOK
The "generic book" as a
1I
.~

'.r alphabetical either letter by letter or word by word, depending on the

communication possill
practice of a specific library. In almost all libraries, the catalogue is
often located close to the main entrance of the library or at the refernce includes bibliographies.
counter if it is in book form. This brings us to identifying types of dictionaries, encyck>Pe
catalogues as below.

11

CE SOURCES AND SERVICES
ence sources" includes
anon could be gotten to
;s is why when speaking
ing including the human
aterials or tools in order
the library. These sources
. book and the human
BLESSING AHIAUZU REFERENCE SOURCES AND SERVICES
The Card Catalogue: These are cards housed in trays in a cabinet.
The cards in 3" x 5" or 12.5cm x 7.5cm sizes. They can come already
made from factory or cardboards papers can be locally produced. The
card catalogue's continued presence in most libraries is because of its
advantage over the other forms. Principally among the advantages is
that it is easy to update and make stock weeding easier as weeded
book cards are simply withdrawn and new cards interfiled at their
appropriate places.
1 ;
!
J
The Book Catalogue is in the form of pnnted books that needs less .!

I
source. space to accomodate and easier to consult. It is handy and may be
cheaper to reproduce depending on the form of binding.This is where its
major disadvantage lies. It is very difficult to update especially where it
t
,of the size or location has grown into several volumes. This multi-volume naturerendersa search
ii'Iformation items in the more laborious.
information as well as
• are only referral. In Another type of catalogue is the Union Catalogue. As the name implies.
. in the library and it is a ctalogue produced by a union or joint arrangement of more than
the British Lending one library. In other words, it is the listing of material available in those
of Congress. Only participating two or more libraries. A good example is the Birmingham
libraries. Libraries Libraries Marc (Machine readable Catalogue)Catalo,gueProgramme
thus. positions any (SLCMP) or Birmingham Libraries Co-operative Mechanization Projects.
within a particular This is a union, co-operative cataloguing programme of all the libraries
nt virtual Library in Birmingham metropolis. Birmingham City is the second largest city
all libraries across in the United Kingdom and has several higher institutions inclUdingthree
universities, three polytechnic level institutions and research and special
libraries. The National Union Catalogue (NUC) is another example. This
is a list of all the materials owned by all the libraries in Nigeria. Just in
one spot. a researcher or information seeker has access to all the
resources of all libraries in Nigeria. However, in practice, the NUC has
limitations in Nigeria, in terms of up-to- datenessand comprehensiveness
since the National Library of Nigeria has difficulty with the production of
the National Bibliography of Nigeria.

THEGENERIC BOOK
The "generic book" as a reference source is "the sum total of man' s
communication possibilities.... to include the extra- sensory media" also
includes bibliographies, directorres, yearbooks, manuals, handbooks,
dictionaries, encyclopedias, indexes, almanacs, abtracts, atlases,

12
 BLESSING AHIAUZU

BLESSING AHIAUZU REFERENCE SOURCES AND SERVICES since 950;the Ghana

gazettes and biograhpical dictionaries. Other forms of the generic book National bibliography of
include books, pamphlets, newapapers, periodicals, patents, maps, (1950 - 1972).
engineering drawings, bibliographies, slides and computer-aided internet
reference sources. Some of these materials come in single volume
oubucancns such as with dictionaries while some run into several volumes
in single column publications such as Encyclopedia Britannica We
shall provide a very brief explanation of some of these materials wfJ have
identified as the generic book. This is because an attempt to give full
details of all of them will be an exercise in futility in view of the time­
frame and space within which to conclude the assignment.

BIBLIOGRAHPIES
The 1996 abridged edition of the Oxford Companion to the English
Language refersto a bibliographyas: "A List sometimes as comprehensive
as possible but usaully selective (a select bibliography) of documents
compiled according to a particular need and/or principle of classification
such as books on gardening published in Britain or printed sources
used 1n a piece of research or a published work".

A bihliography may also be a written list of books: subjectinq every

aspect of each book listed" (printing. paper binding. illustration and
publishing) to purely physical examination" (Edoka 2000:110) This is

, an analytica: 0: critical bibliography It is also the type that appears at

the end of chapters or books. The first definations of a bibliography IS
the systematic or enumerative type since It involves identifying book on
a particular subject Both analytical and enumerative bibliographies are
often arranpec m2 logical order as in alphabetical, subject, chronological,
classified or regional. A bibliography may be universal or national. The

\ former will include materials in all formats. periods and subjects. This is
done to have 2 systematic list of records of knowledge without being
limited by SUbject language, or place of publication An example of

I
,
,,
such a universal bibliography was Bibliotheca Universalis published in
1545 and preparedby Conrad Gesner, a Zurich physician He W<:iS named
the Father of Bibliography.

I On the other hand, national bibliographies originate from specific

countries and cover items emanating from those countries. Most of the

l
national bibliographies are official publications of the country's National
Library. For example. the British National Bibliography started publication

13

NCE SOURCES AND SERVICES
r forms of the generic book
periodicals, patents, maps,
and computer-aided internet
- Is come in single volume
run into several volumes
clopedia Britannica. We
of these materials we/ have ~
use an attempt to give full
futility in view of the time­
tt1e assignment.
mpanion to the English
irnesas comprehensive
liography) of documents
principle of classification
. in or printed sources
books: subjecti~g every
binding. illustration and
oka 2000:110) This is
- tfle type that appears at
ns of a bibliography is
s identifying book on
. e bibliographies are
subject, chronological,
- rsa! or national. The
s and subjects. This is
edge without being
ion. An example of
niversalis published in
• ician. He was named
,
BLESSING AHIAUZU REFERENCE SOURCES AND SERVICES
since 950;the Ghana National Bibliography started since 1968 while
National bibliography of Nigeria began since 1950 as Nigeria publications
(1950 - 1972).
There are also subject bibliographies that list information materials in
specific subject, parts of a subject or a group of related SUbjects. Such t
!
bibliographies include Selected Bibliograpy of Special Education by
Goldberg.Trade biblicorapbies such as Books in Print and British Books
in Print published in Britain.
INDEXES
The generic reference books also include published indexes covering
periodical articles. These are directional devices with sufficient
I
i
bibliographic detail to identify the required information material that has
appeared in a journal or other serials.
Edoka (2000) defined an idex as "A systematic guide to the location of
words, concepts or other items in books, periodicals. or other
\
publications. An index consists of a series of entire appearing,not in \
order in which they appear in the publication but in some other order
(e.g. aphabetical) chosen to enable the user to find quickly. together
with references to show where each item is located".
I find this defination quite comprehensive. An index will often include the
author(s), title of contribution, title of periodicals or other serial
publications, place of publication, volume number, issue number, date
of issue and page reference. Example of indexes include those that
appear in single volume;cover specific SUbjects and general SUbjects
include:
Single Volume
1. African Journal of Library, Archives and Information Science index
to volume 8, number 1&2
2. Subject index: Ubrarv Literature New York: H.W. Wilson, 1921 ­
bimonthly with annual cumulations
3. General Index: e.g. Readers guide to periodical Literature New York:
H.W. Wilson, 1905­
14
 BLESSING AHIAUZU REFERENCE SOURCES AND SERVICES
ABSTRACTS

Abstracts are:
"...the terse presentation, in (as far as possible) the author's own
language of all the points made in the same order as in the original
piece of primary documentary information - and that can be a book, a
research report, a periodical article, a speech ... " (Edoka 200:113)
".'

Other generic book sources are the geographical sources such as maps,
atlases and gazetteers. Government publications, often quite prolific
form another tool of reference work. Some bibliographies, catalogues,
guides and indexes exist to assist in the exploitation of government
publications. For example, the Annual catalogue of British publications,
1894-1970. Cambridge, chadwyck-Heakey, 1974 -1975.7 volumes is
one such tool.

THE HUMAN MIND

As pointed out earlier on , in this essay that the human mind is a major,
if not the most critical reference tool in carrying out reference work. The
reference librarian must realize-this early enough in his/her reference
work. Librarian should not see themselves as keepers of archivers but
should regard themselves as the actual activists in getting information
across to the public. For example, if a library user approaches a reference
librarian for specific information on a documentary, which appeared in,
the-NTA Newsline programme on Sundays. If the documentary film or
cassette is not readily available in the library but the Reference librarian
directs the equirer to a branch of the NTAwhere he got the cassette. the
reference librarian has actually utilized the human mind without referring
to the "traditional book" sources. In other words, the reference librarian
should now see himself/herself as one who also plays a "...catalytic
role.... in the promotion of free inquiry" (Okoro 1999). This new perspective
of the role of the reference librarian thus leads us to examining the best
way to train todays reference librarian in reference services delivery.
We shall approach it through identifying the nature of reference service
in a typical university library in Nigeria, which often tallies with the major
activities of a University to include teaching, learning and Research.

15

SOURCES AND SERVICES
'ble) the author's own
order as in the original
,and that can be a book, a
•.. n (Edoka 200:113)
- I sources such as maps,
. ns, often quite prolific
iographies, catalogues,
itation of government
of British publications,
1974 -1975. 7 volumes is
human mind is a major.
out reference work. The
h in hislher reference
keepers of archivers but
in getting information
approaches a reference
ry, which appeared in,
the documentary film or
the Reference librarian
he got the cassette. the
mind without referring
• the reference librarian
also plays a "...catalytic
). This new perspective
us to examining the best
ce services delivery.
e of reference service
tallies with the major
ing and Research.
BLESSING AHIAUZU REFERENCE SOURCES AND SERVICES
TYPICAL REFERENCE SERVICES
Using the River State University (RSUST) library to illustrate, a reference
work involves ..."those who know helping those who don't (Okoro 1999).
1
It may sound funny to hear that the library Assistant is guiding a University
Professor to what he (the Professor) does not know. But that is the true
nature of reference work. Thus, the Reference unit of the university library
is the "answering unit" which provides a "systematic and informed
personal aid in interpreting library collections for study and research".
Let us now look at how this "sympathy and informed personal aid is
I
carried out at the backdrop of the key activities (teaching, learning and
research) of a University.
TEACHING
The nature of reference service with regards to teaching activity involves
inquires about subject and general encyclopedias, dictionaries, indexes.
abtracts, use of the card catalogue, slides, maps, tapes and all the
technology based non-print materials and their accessories. All these
sources provide the lecturers with specific words, concepts including
their etymologies. The students also need these and other sources
available for assignment, for the reading and recreational browsing and
serendipping, to support the knowledge they receive fron the classroom
lecture.
LEARNING
The University is a place where both the students and the staff learn
how to learn and this continues and terminates at the undertaker's yard.
What this implies is that learning continues throuhout University life.
The University library and the librarian sustain this through their active
exploitation of the library's available resources in terms of the generic
book and the human mind.
RESEARCH
Research is a rigorious activity that involves "an orderly, organized,
consistent pattem of thinking ... that leads investigators nearer the "truth"
about the various problems and questions that are asked in the world"
(Akinboye and Akinboye 1998). Research is "a systematic way of finding
out about the worth or otherwise of a given subject matter. It is a process
of acquiring relevant infromation in order to solve a given problem".
16

 BLESSING AHIAUZU REFERENCE SOURCES AND SERVICES

All these definations point to one thing, and that is that of "finding out"
more about a phenomenon. Etymological dictionaries and encylopedias
are good beginning sources. Assuming a research student in librarianship
is working on the topic: National Lending Libraries: A study of the British
Learning library at Bostonspa", The Encylopedia Britannica will be
recommended for him by the Reference Librarian. Research can be on
both imaginable and the unirnaqinable subjects, and so the investigators
must search for materials for it. How then can the reference librarian be
best trained to serve the divers information needs of the clients? An
attempt to address this question will engage our attention next.

THE BEST WAY TO TRAIN LIBRARIANS TO SERVE THEIR CLIENTS

BETTER.
Librarianship education or professional trianing cannot be completed
within the four -walls and the time limit of library schools. What happens
in most cases is the impartation of basic skills, while these are then
developed working in the field. Again, perfection is subjective and
determined by individual's drive, motivation and level of intelligence Recent
trends in information technological breakthroughs in the computer-related
information needs of the present day library client, challenge the ability
and intelligence of the best -train reference librarian. This assertion does
not in any way imply that there can be no better ways of preparing the
librarian to deliver an enhanced library service within the resources
available. This logically leads us to considering some identifiable qualities
that can produce better reference librarians.

Katz (1978: 240) identifies some of these qualities as subject

competence, basic knowledge of basic literature in a fields - not only
the reference works, but the philosophy, jargon, ideas, ideals, and
problems that make up thatfield. Others include self - confidence and
willingness to learn, awareness in some dearth of the type of writing and
publishing done in the field and above all h8 must know poeple or be
socially minded. He/She must be othersoriented or motivated. William
Kazt agues that these attributes if properly inclucated into the reference
librarian, he would be better prepared to evaluate reference materials
and the peculiar information needs of this clients. What this means is
that library schools may have to include moral instructions that have a
lot of bearing on psychology and sociology into the course contents.

17

~

SOURCES AND SERVICES
is that of "finding out"
ries and encylopedias
student in librarianship
: A study of the British
ia Britannica will be
.. n. Research can be on
, and so the investigators
b reference librarian be
needs of the clients? An
our attention next.
cannot be completed
schools. What happens
. while these are then
'on is subjective and
of intelligence Recent
in the computer-related
t, challenge the ability
. n. This assertion does
ways of preparing the
within the resources
identifiable qualities
qualities as subject
re in a fields - not only
n, ideas, ideals, and
self - confidence and
of the type of writing and
must know poeple or be
or motivated. William
ed Into the reference
e reference materials
~.What this means is
instructions that have a
the course contents.
BLESSING AHIAUZU REFERENCE SOURCES AND SERVICES
Okoro (1999:20-23) discusses extensively what he has called
"compromise qualities reminiscent of a good reference librarian. He calls
them "compromise qualities" because he acknowledges that such
attributes are quite subjective. According to him, the good reference
librarian must be humane, have commendable intelligence, a calm
person, possess an in-depth knowledge, be a good listener,
cornrnunir- ~"r, !:.cii. .v: r. mGt..; ,llE..v<:.. gl'od kr:cv.tetige of the library
collection, curious minded, have initiative, empathetic, he should show
perseverance and patience and display enough accuracy, especially in
answering "direction" questions. Finally, "he must know a bit of
psychology". This last quality falls squarely on the library schools to
inculcate through some levels of systematic study and knowledge of
psychology and sociology. These two disciplines hepls a great deal in
enhancing an moividauls interpesonal skills.
".... the ideal reference librarian must love Books, folks, order. His love
for books should be contagious. making him quick to see and eager to
embrace every oppotunity to encourage and promote their use. It should
be scholarly, not superficail, informed, not pretending. His love f o r
folks may be accurately rendered by the term "sociel mintiedness", a
blend of co-operativeness. He will be agreeable physically and personally
a sane, broad, vital and exeedingly curious person, keen to get to the
heart of a students problem.
In a Delphi study carried out in Poland in 1999 which involves ten
countries entitled: What will be role of academic Library and skills of an
academic librarian in the year 2005?, while responding to the influence
of new technologies on the library system, the study noted that" ...only
experts will be able to guide users in techniques leading to the most
satisfactory search result". The study noted that
The academic library will not only serve, but also will be deeply involved
in teaching snc: education. It means both intencive and extensive training
of users in techniques of data retrievaland involvement in distance leaming
and other new patterns of teaching and learning techniques. The study
concludes with an incisive observation:
...we need librarian, who feels comfortable wearing a number of hats.
The academic librarian (nay reference librarian) of the twenrj-firstcentu/}'
18

 BLESSING AHIAUZU

BLESSING AHIAUZU .·REFERENCE SOURCES AND SERVICES

must be a researcher, counselor, planner, manager, assessor, team Akinboye Julius and
member, problem-solver and computer-printer repairman (Fe ret and Ibadan: Stirling Ho
. Marcinek 1999:98).

Y"hile we agree completely with.earlier conclusions by Shores, Wyrers,

akoro, as well as those of the Delphi Study, it is irnportnat to note that
."reference sources and services" are what they are - "references". they
are guides, pointers and not directives, as guides, pointers and reference,
they are mneonic devices. the onus lies on the expert in his or her own
filed to find out and know the materials in related fileds where he believes
that such specialized knowledge is found wanting on the part of the
reference librarian This point leads us to the importance of evaluating
the reference sources and services provided by the University Library.
Katz, William, A. (1982):
According to Katz (1982:257) the reasons for the evaluation should Reference Services and_
include some or all of the following: (1) "to check the curent status of the Hill. ".
service; (2) To discover methods for immediate and long-range
improvement and often (3) To determine the need for modification of
goals and philosophy of service. This exercise will also justify the need
for improved funding and additional staff. Such analysiswill give credibility
to the services' rendered by the university Library before the
,
,~i
iii!:'.
administration and the entire University community.

i',,:1 In conclusion therefore. while library schools may need to adjust thier Shores, Loius (1976): RI
I':~
I curricular to include attitude. changing courses and moral instructions Colorado: Libraries uni
It
irrespective of the level of programme, the institutions that set up or own
I

iIi'~ libraries need also to have a change of attiude by according the library Wyer, James K, (1930):
~ department a priority in funding. It is with adequate funding that appropriate Library Work and U
reference materials and tools are acquired, as the needs of the client
•
are often expressed through the curriculum. The difference between
success and failure inreterence work lies in the quality and the quantity
of reference sources and services available ir- the iibrary. ~sf'3renc':::
Librarians must possess personal attributes which includes above­
I average intelligence, creativity and good inter-personal relations,

l
" 19

.EM:E SOURCES AND S,ERVICES
• manager, assessor, team
~ - , repairman (Feret and
. ns by Shores, Wyrers,
it is importnat to note that
are - 'references". they
pointers and reference,
expert in his or her own
fileds where he believes
. 9 on the part of the
m.portance of evaluating
the University Library.
.the evaluation should
1he curent status of the
iate and long-range
for modification of
-I also justify the need
is will give credibility
Library before the
• need to adjust thier
and moral instructions
that set up or own
according the library
ing that appropriate
needs of the client
difference between
lity and the quantity
~ library. ::'?c:f.3,enc':
View publication stats
BLESSING AHIAUZU REFERENCE SOURCES AND SERVICES
,
REFERENCES
Akinboye Julius and Akinboye Dora O. (1998).Research Methods
Ibadan: Stirling Harden Publishers
!
Edoka, B. E. (2003):lntroduction to Library Science Onitsha: Palma
Publishing and Links Company.
::. ,..'.' ':.-• . _ f ~,!). " '.' ,".'-.
Feret, Blazej and Marcinek, Marzena (1999): "The Future of the
academic Library and the Academic Librarain: A Delphi Study
" Librarian Career Development 10 Vol 7 pp 91-105
Katz, William, A. (1972): Introduction to Reference Work Volume I:
Basic infromation Services. New York: McGraw-HilI.
Katz, William, A. (1982): Introduction to Reference Work Volume 1/:
Reference Services and Reference 4th edition. New York, McGraw­
Hill.
McArthur, Tom (ed).(1996): The Oxford Companion to the English
Language: Abridged edition Oxford University Press.
Ogunniyi, M. B. (1992): Understanding Research in the Social Sciences
Ibadan University Press.
Shores, Loius (1976): Reference as the promotion of free Inquiry
Colorado: Libraries unilimited
Wyer, James K. (1930): Reference Work: A Textbook for students of
Library Work and Librarians. Chicago: ALA.
•
20