Reviewer with notes Reference, miography and. Information ServicesCopyright © 2013 by the author All rights reserved. Published by Dofores Ricardo Publishing ISBN 978-971-95663-0-4 Ricardo, Dolores M. Reviewer with Notes in Reference, Bibliography and Information Services 1. Reference Services (libraries) ~ Exercises, problems, etc. I. Title. 025.520 76TABLE OF CONTENTS Introduction Foreword PRETEST No. I History of Reference Service NOTES No. 1 Matrix on the Development of Reference Service POST TEST No. 1 PRETEST No.2. Timeline in the History of Knowledge ........-.++ NOTES No.2 Timeline of Developments in Knowledge and Technology that have Impact on Libraries POST TEST No. 2 PRETEST No. 3 The Literature of Reference Service NOTES No. 3 The Literature of Reference Service POST TEST No. 3 PRETEST No. 4 General Introduction to Reference Work/Service NOTES No.4 General Introduction to Reference Work/Service POST TEST No. 4 PRETEST No.5 _ The Reference Process NOTES No.5 The Reference Process POST TEST No. 5 PRETEST No.6 On Reference Books .............5 . NOTES No.6 General Information on Reference Books POST TEST No. 6 ADDITIONAL REVIEW QUESTIONS ADDITIONAL NOTES Some Food for Thought Random Notes ....... ADDITIONAL READING ANSWERS TO QUESTIONS 9% figs 2 age gatas 2 oe REFERENCES ae 13 15 16 18 21 23 25 3 33 34 39 4 4B e 54 62 o2 63 n 82 91 ARE GS Ail scenes cess cosas es seessssss Outside back cover iiiIntroduction This reviewer is intended to help primarily Library Science graduates pass the subject Reference, Bibliography and Information Services in the licensure examination gven by the Professional Regulations Commissions, Board for Librarians. It is also intended for librarians already in the field who still have to pass this particular subject in the licensure examination One of the difficult subjects in the PRC Board for Librarians Examination has always been Reference, Bibliography and Information Services. This was the experience of the author when she took the examination in 1992. Yet up to last year, the feedback among those who took the examination was their difficulty in answering questions in Reference and Information Service. It is hoped that with this reviewer, the next group of examinees and the potential ones will not experience the same difficulty as did the earlier examination takers. A reminder of sort, the Philippine Librarianship Act of 2003, R.A. 9246, regulates the practice of librarianship in the country and it prescribes the qualifications of librarians. The law mandates that anyone who wishes to work in the library as a professional should undergo the required written licensure examination to be given by the Board for Librarians. Finally, it is hoped that the students and would be examinees find this reviewer a source of reference when they will be in their work as librarians.Foreword Many text reviewers in various fields including that of Library Science just provide questions with answers that are usually found at the auxiliary part of the book/text. There are no accompanying notes related to the questions or explanations to the given answers. Moreover, there are also reviewers where the questions and given answers are erroneous due to printing oversights. Such type of reviewers is a form of rote learning which contributes less to the understanding of the subject by the would-be examinees. | am happy to note that the present text is not a form of rote learning but a unique kind that will surely expand the understanding of the examination takers in this particular subject in the field of librarianship. Having read this reviewer/text in Reference, Bibliography and Information Services, twice over, | am sure that the would-be examinees will not only find it very useful but would later enjoy answering the examination questions in said subject. The burden of answering questions on the reference and information services is extremely eased by this reviewer. Going over this reviewer, as requested by the author, it is noticeable that she did her assignment very well as the librarian in-charge of the Reference Section of Saint Mary's University. Moreover, with this reviewer, it is obvious that the author's nurturing concern for her undergraduate students in Library Science is very apparent. More power to the author and good luck to those who will take the PRC Examinations. ENRIQUE T. CAYABAN, Ed. D. Retired Library Science Professor & Former Director, Saint Mary's University Libraries Execon, National Committee on Library and Information Services, of the National Commission for Culture and the Arts (NCCA)PRETEST No. 1 History of Reference Service 1. The year when Samuel Swett Green published his “Personal Relations between Librarian and Readers”. @) 1898 b) 1896 ¢) 1897 G)1986 2. Green’s paper was published in the same year when the Dewey Decimal Classification (DDC) system was published. The author is a) John Dewey 6) Hervey Melville) John Melville) Melvil Dewey 3. According to Green, the four (4) components of reference service are: (1.) Instruct the reader in the ways of the library; (2.) Assist the reader in solving his inquiries; (3.) Aid the reader in the selection of good worker, and @) promote the library with the community ©) determine reference aid provided 5) prepare bibliographic services & one of the above eference Work: A or Librarians = Work was written in 1927 by whom? a) Green, SS. 6) Shores, Lc) Wyer, LL. d Guerrier, E 5. Inthe article, “The Measurement of Reference Services”, where questions asked by patrons were classified for the first time, was written by a) Green, SS. 4) Shores, L. o) Myer, SL. @) Guerrier, E. & One topic of the bok Basi Services: An Introducti s Evel reference librarian, Who rote this book? a) Green, 8.5. b) Shores, L. ¢) Myer, LL. d) Guerrier, E. 7. Atopic discussed in the book by A. Miles & L. Martin in 1941 was on “Reference ald provided” which can be measured by the number of reference questions answered. The title of the book is: 4a) ALA Glossary of Library Terms ¢) Public Administration and the Library 4) Introduction to Reference Work — _d) The Development of the Concept of Reference Service in American Libraries 8. The first formal definition of reference work was published in ALA Glossary of Library Terms. }. This was in: a) 1943 b) 1934 ¢) 1953 @) 1935 9. Introduction to Reference Work was published in 1944 by whom? @) Miles A. & Martin L . b) Rothstein, S. ¢) Bunge, CA @) Hutchins, M. 10, He was the first to define reference question. a) Rettig, L. ) Rothstein, S. c)Bunge, CA @) Hutchins, M. MW [Wie eats ihe fotoving books (1977) * Across the Desk: 100 years of Reference Encounter The Measurement & Evaluation of Reference Service (1964)? @) Miles A. & Martin L. —_b) Bunge, C.A. _¢) Rothstein, S.__d) Hutchins, M. 12, Because of his writings, he is considered as the foremost reference librarian. @) Wyer, Lb) Bunge,C.A. —¢) Rothstein.) Hutchins, M.25. |. He also concentrated on how reference service can be measured and evaluated. @) Miles A. & MartinL. —. —_) Rothstein, S, 5) Bunge, C.A. @) Hutchins, M. |. Discussed in his article is a theoretical model of the reference process. a) Rothstein, S. c) Bunge, C.A 5) Rettig, I. @) Rugh, AG. In 1980, he said that “the role of the reference librarian is the same for providing assistance with electronic resources”. @) Rothstein, S. ©) Bunge, C.A b) Rettig, I. @) Rugh, A.G. In the year, the term “Reference Transaction” came into use and defined in the ALA Glossary of Library and Information Sources. @) 1973 4) 1983 ©) 1993 & 2003 7. According to Robinson, B.M. (1989), ready-reference questions should be answered in 4) Less than 5 minutes ©) 30 mins. to I howr 8) 5 to. 30 mins @) I hour to } day On the other hand, he said that reference question should be answered within 4@) Less than 5 minutes ©) 30 mins. to I hour 8) 5 to 30 mins &) I hour to } day . In 2002, the following new forms of reference service were offered except: @) telephone }) E-mail ¢) instant messaging @ chat . The terms “digital reference” and “digital enviroament” were first mentioned in what year? @ 2002 4) 2001 ©) 2000 & 1999 Mendelsohn mentioned the personal characteristics of librarians which do not include being 4) Warm 8) serious friendly) pleasant Inhis article, Tyckoson mentions that “Access alone is not a service”. This means that oy Minas must provide ore IT equipment 4) online-access must be provided by libraries. ©) quality reference service is still needed @) access is enough library service 3. In 1977, Green’s dictum was reiterated in these words: “Personal relations between librarians and readers is still the core of what we do.” Who stated this? 4@) Robinson, B.M. @) Tyckoson, D.A 8) Mendelsohn, J. @ Vavrek, B. The new roles of librarians according to Ferguson are the following: integrator, collaborator, colleague, access engineer and @) follower b) researcher) communicator _—_) leader According to Lipow, A.G., quoting from Nardi, B., a new role of a librarian is an @) information therapist ©) knowledge 8) information specialist _d) knowledge searcherNOTES No.1 Matrix on the Development of Reference Service Based on the compilation made by Lanell Rabner and Suzanne Lorimer, February 24, 2009 [for the RUSA Evaluation of Reference and User Services Committee]. Available at |http://www.ala.org/ala/mgrps/divs/rusa/sections/rss/rsssection/rsscomm/evaluationofref/r efdefbibrev.pdf Pioneer Title of Work and/or Source Year Emphasis Published Green, S. Rel an | 1876 The first librarian to present the s. and Readers four components of reference services in libraries which are: 1. Instruct the reader in the ways of the library; 2. Assist readers in solving their inquiries; 3. Aid the reader in the selection of good works; 4, Promote the library within the community Wyer, J.1. ce Work; ct 1927 This first textbook on reference Librarians and Students of Library practices which became the Wark standard text for more than twenty years. It was designed to complement Isadore Mudge’s “Gui ference Books.” Guerrier, E | The Measurement of Reference 1936 A pioneering work on the Service. classification of questions used in Library Journal, 61,529-31 the recording of every reference question asks by library patrons. Shores, L. | Basic Reference Books: An 1937 Classified some of the duties of a Introduction to the Evaluation, Study, reference librarian: Use of Reference Materials with 1. Answer questions Special Emphasis on Some 200. 2, Locate materials for speeches, 7 papers and hobbies 3. Research 4. Instruction 5. Advisory The Measure of Reference. Se THAR Rowland, Reference Services, | 1905 | action ofa library user asa SS Se eae Gans service.[Pioneer Title of Work and/or Source Year Emphasis | Published j ‘Mites, A..& | Public Administration and the | 1941 Steps in the Measurement ofa Martin, L. Library Library Obje = | Services Possible measures | | rendered Lo = Book Portion of patrons | circulation using card catalogs. indexes, and | bibliographies | ! Bibliographic | No. of persons. | | aids available | instructed in the use , of bibliographic aids | 1 per thousand patrons | | Reference aid | No. ofreference | provided ‘questions answered, vided by purpose | Reading courses | started and available completed American ALA Gloss ibrary Terms, | 1943 Definitions of Reference Work by Library Asso. | with a Selection of Terms in American Library Association Committee on | Related Field (ALA). Library | Terminology Hutchins, M. | Introduction To Reference Work | 1944 This book was also considered a | pioneering text in reference work. An authoritative text that | expansively discussed reference questions. Rothstein, S. | The Development of the Concept | 1953 Reference work as important duty of Reference Service in American of librarians and reference work is Libraries, 1850 - 1900. not a peripheral function of the Library Quarterly 23(1), 1-15 library. | The Development of Reference | 1955 Discussed the following; Services Through Academic. © Nature of Reference Work in Traditions, Public Library the General Research Libraries Practice, and Special © Statistics of Public Libraries, | Librarianship, section on "Reference Statistics." | The Measurement and 1964 Reference questions classified by | Evaluation of Reference Service. type, subject, purpose, or effect. It \ Library Trends, 12(1), 456-72 also divides reference queries into: | Ganuary 1964). directional question, ready | reference questions and search questions, The search question is | sometimes called research questions.Pioneer Title of Work and/or Source Year Emphasis Poblihed Rothstein, S. | Across the Desk: 100 Years of 1977 | The chief point of the reference Reference Encounters. encounter is not to find the answer ‘Canadian Library Journal, 34, Dis fa Beaty eae 391-399 ‘American Library Statistics: A Handbook of | 1966 | Presents comprehensively concepts Library Asso, | Concepts, Definitions, and on library statistics and related ‘Statistics Terminology. matters on reference service. Coordinating Project Rugh,A.G — | Towarda Science of Reference | 1975 | Defined reference service and allied Work: Basic Concepts. terms in reference work. BQ 14(4),293-300 Rettig, ‘A Theoretical Model And Reference service can and does exist Definition Of The Reference because people need information. Process. RQ 18(1),19-29. Bunge,C.A. | Reference Services 1980 | Emphasis is on the high doer degree of In ALA World Encyclopedia of personal interaction between library 7 i staff and library users; one of the (486-474). Chicago: American first who mentioned that providing Library Association, [Reprinted assistance with electronic resources in Reference Librarian, 66, 185 - is the same with thet of traditional 199,] print resources. ‘American Library Data Collection 1982 | Discusses the activities in library Library Handbook, programs that can be measured such Association, ‘as information contacts, questions asked, transactions done and related words, It is the first time that the term “transaction” is formally _| defined in its glosnry. Vathis, A.C. | Refer Presented a Reference Transaction eel |i aaer pear ac nates mods which ineldes: nellctua component that indicates what the RQ 23(1),60-64. question is and what constitutes a satisfactory answer; and, the Interpersonal component which shows how effective the interview was. Vavrek,B. | The Meaning af Reference 1983. | Shows what reference service is Service- from the Field. from the point of view of reference Catholic Library World 54(8), librarians themselves, The author 261-265, also contends that reference service isan art,Pioneer Title of Work and/or Source Year Emphasis Published Kantor, P.B. jective Performance Measures. | 1984 ‘Although there is no mention of for Academic and Research. reference statistics in the article, Libraries. the objective of measuring Washington, D.C., Association of reference service is discussed. Research Libraries. Substantive Factors for a Theory ‘One of the emphases of the article Sable, M of Reference Service. is that services should be provided somal Ei A promptly in a professional manner, International Library Review, 16, f ‘ i 407. in as ample quantity as possible. , ‘A research survey that focused on Weech, Ta | Reference Cliente and the aaa iacsatca ti Goldhor, | Reference Tranacation in Five ascertain how much and what kind 7 i of negotiation was necessary to identify exactly what the user Research, 6(21),21-42 eee Bunge.C.A. | information service in the real | 1985 Reiterates that the proper role and world, purpose of the reference librarian The Joumal of Academic. is to provide personal assistance to Librarianship 11, 77. library users in their pursuit of information. Kesselman, M. | The Measurement of Reference | (1987, _| Based on the task force of the & and Information Services {report | March) _ | library, reporting about reference Watstein, §.B. | of the Statistics Task Force of the service should be based on Bobst Library, New York intellectual, not physical activity. University). Journal of Academic. | Librainship13,2430._| Robinson, Reference Services: A Model of | 1989 Emphasized that handling question BM. Question Handling. is a major function of reference RO, 29(1),48-61. service. Every question received by a reference librarian is mediated whether it is answered or not. Suggested that ready reference question must be answered in less that 5 minutes; reference question in 5 to 30 minutes; and, research question in a day to a week. 1991 “The chapter on ‘Evaluation of Reference Services: Question Answering” contains a thorough overview of the literature, and discusses the various ways that reference questions can be categorized.”‘Year Pioneer Tite of Work and/or | pubtshed Emphasis Source Association | Service Measures 1991 First article on measuring reference services of Research | (interlibrary borrowing; published on-line and available at: Libraries _| library instruction, http://www.arl.org/stats/program/timeline.bt (ARL) reference transactions, mi circulation) collected as part of main ARL statistics. In Statist jie + Shonte, M.I. | Measuring Reference 1994 | The main emphasis of this work is Transactions in School differentiating what reference transaction is Library Media Programs tnd is not, The following are not considered Chu. F. TT. Mendelsohn, ‘ Tyckoson, DA. Reference Librarian, 145- 160. Reference Transaction and the Nature of the Process ‘for General Reference Assistance. ‘Library and Information 18(4)3S7-384. Framing Reference Encounters, 93101 Work, 7th ed. New York: McGraw-Hill. Perspectives on Quality of Reference Service in an Academic Library: A ‘Qualttative Study. RQ 36:(4),544- 557. What We Do: Reaffirming the Founding Principles of Reference Services. Reference Librarian, $9, 3- 13, 1997 ‘Specific examples were given in what the euthors call as categories of reference transactions. Unlike the other reference librarian-authors, these authors consider directional, holdings and loans (cireulation) ‘inquiries as transactions. He stressed that the “librarian serves as a filter or mediator between the user and the multiplicity of information sources available”, She must clarify the need for information or complete (rephrase) the question of users. This book has become one of the most uthoritative and widely-used texts on basic reference work. Concentrated on the qualitative attributes of a reference librarian in his encounter with the user. Reaffirms that reference service is “needed more today than ever.”Pioneer Title of Work and/or Source | Year Emphasis _ Published Holmes-Wong, | Richness vs Reach: Using 1999 | The onset of technology and its D. Technology to Overcome economic impediments in doing Economic Impediments to reference service have to be Reference Service. ‘overcome. Moreover, the author Reference Librarian, 66, 201-211. warns there is a likelihood of serving fewer users because of customizing and tailoring specific requests. Lipow, A.G. | ‘In your face’ reference service. Discussed reference service in an Library Journal 24 (3),50-53. electronically driven environment — Available on-line at: EBSCO reference reriiee eee ‘Academic Search Elite. Co librarian as “information therapist.” Rader, H.B. | Information Literacy in the 1999 | The author emphasized that even in Reference Environment: a digital environment, information Preparing for the Future. literacy must be integrated with Reference Librarian, 66, 213-221. reference service; and that reference service must be provided with human touch. . Understanding the Reference The author states that reference Richardson, J. | Transaction: A Systems Analysis transaction is a “face to (inter)face Perspective. process involving an inquirer and a librarian, or surrogate, within an information-seeking environment 60(3),213-222, Gie-a library like seting)”, : One new dictum in a digital Tyckoson, | Ty et cop environment is “access alone is not DA. me Reform service.” He insists that librarians pba hated “must continue to provide quality American Libraries, 30 (5), 57- service to each new generation of 62. patrons.” ‘Available on-line at: EBSCO Academic Search Elite. Ferguson, C. | Shaking the Conceptual 2000 | Points out new approaches to Foundations too: Integrating reference services in libraries or Research and Technology information centers which are: e- ‘Support for the Next Generation mail, videoconferencing and of Information Service. cooperative approaches through the College & Research Libraries, network, 61(4), 300-311. Aside from creating an integrated service environment, he also mentions the other new roles for librarians which are as follows:Pioneer Title of Work and/or Source Year Published Emphasis 1. integrator - balances current expectations for on-site service with emerging demand for network based services 2. collaborator - works effectively with others from and within other organizational cultures participates management and distribution of information and knowledge 4. access engineer - develops gateways, leads research and development projects, designs search engines, and re- purposes intelligent agents 5. leader facilitates change by bringing people and resources together in innovative and productive ways James, L Digital Reference: Reference Librarians' Experiences and Attitudes. Joumal information Sci for information Science and Technology, 53 (70, 549-566. +— 2002 Not only discussed in this article are the types of reference services but added the newest which are: e-mail, web form, instant messaging, chat, video- conferencing and MOO/MUD.10 POST TEST No. 1 1. According to Green, the four (4) components of reference service are: (1) Instruct the reader in the ways of the library; (2) Assist readers in solving their inquiries; (3) Aid the reader in the selection of good works, and 4.) promote the library with the community _¢.) interview users of reference 6.) prepare bibliographic services 4) catalog library materials 2. The article, The measurement of Reference Services, where questions asked by patrons were classified for the first time was written by a) Green, SS. b.) Shores, L. o)Wyer, LL. d.) Guerrier, E. 3. The year when Samuel Swett Green published his Personal Relations between Librarian and Readers @) 1898 21896 ¢) 1897 1986 ibrary Work was written in 1927 by a.) Green, SS. b,) Shores, L. c.) Wyer, SL. d) Guerrier, E. 5. — — _— ae strate aren was a Deeges oo — Basic an Service 7 _ efer als Spe wrote this book? @) Green, SS. b.) Shores, L. c.) Wyer, JL. d.) Guerrier, E. 6. Who veo te following The Lina Teepe of eee Svs oh Aedes Tins abc (1955); Across the Desk: 100 years of Reference Een (27, Se ee aetna asd Eesustas of Rates Sones (DCT @) Green, 4) Bunge, C.A ©) Rothstein, S. @) Hutchins, M. 7, Because of his writing, he is considered as the foremost reference librarian. @) Miles A. & Martin L. b) Bunge, CA ) Rothstein, S. @ Hutchins, M. 8. He concentrated on how reference service can be measured and evaluated. @) Miles A. & MartinL. —_) Bunge, CA ¢) Rothstein, S. od) Hutchins, M. 9. In 1876, he published his Dewey Decimal Classification (DDC) system. @) John Dewey ¢.) John Mebville b) Dervey Mebille d.) Melvil Dewey 10, In their book, A. Miles & L., Martin in 1941 discussed that reference aid provided can be measured by the number of reference questions answered. The title of the book is: a) ALA Glossary of Library Terms ¢) Public Administration and theLlibrary ) Introduction to Reference Work &) The Concept of Reference Service 11. The first among the library pioneers who defined what a reference question is: a. Miles A. & Martin L. b) Rothstein, S. ©) Bunge, C.A d) Hutchins, M.12. In this year, the first formal definition of reference work was published in ALA Glossary of Library Terms. a) 1943 1b) 1934 ©) 1953 d) 1935. 13. According to Robinson, G.M. (1989), ready-reference questions should be answered in 4) Less than 5 minutes ¢) 30 mins. to] hour 4) 5- 30 mins d) I hour to 1 day 14. The terms digital reference and digital environment were first mentioned in what year? a. 2002 4) 2001 ¢) 2000 d) 1999 15. In his article, he discussed a theoretical model of the reference process a) Bunge, C.A. _ ) Rettig, . ©)Rothstein, S. @) Shores, L. 16. All of the following except one wrote about electronically driven reference environment. a) Ferguson, C. —b) Shores, L. _¢) Tyckoson, DA.) Radar, H.B. 17. In 1980, he said that “the role of the reference librarian in providing assistance is the same with electronic resources”. 4) Rothstein, S.b) Rettig, _—_¢) Bunge, C.A. @) Rugh, 4.6. 18, The year bon the term “Reference Transaction” came into use and was included in the ALA. 91973 5) 1983 ©) 1993 @) 2003 19. He published the book Introduction to Reference Work in 1944. @. Miles A. & Martin L. —b) Rothstein, S._¢) Bunge, CA __di) Hutchins, M. 20. In 2002, the following are considered new forms of reference service offered except: a. telephone b) E-mail ¢) instant messaging d@) chat 21. In his article, Tyckoson mentioned that “access alone is not a service”. This means that a) libraries must provide more IT equipment 4) Online-access must be provided by libraries. ©) Quality reference service is still needed 4) There must be computers for all libraries 22. Mendelsohn mentioned the personal characteristics of librarians which do not include being a Warm 8) serious ©) friendly ) pleasant 23. In 1977, Green's dictum was reiterated in these words: “Personal relations between librarians and readers is still the core of what we do.” Who stated this? @) Robinson, B.M. b) Mendelsohn, J. ¢) Tyckoson, D.A. d) Vavrek, B. 24. According to Lipow, A.G. @ new role of a librarian is an 4@) information therapist —_c) knowledge manager 4) information specialist _d) knowledge searcher 25. The new roles of librarians according to Ferguson are the following: integrator, collaborator, colleague, access engineer and a)follower —b) researcher) communicator —_d) leader12 PRE TEST No. 2 Timeline in the History of Knowledge Give the approximate decade/year in which the following emerged or gained impetus: 1. "Hypertext" was coined by Ted Nelson a) 1965 b) 1955 o) 1985 @) 1975 2. Teaching machines, programmed tutoring, audio-tutorial systems a) 1970 b) 1980 ) 1970 d@) 1960 3. Special libraries on the rise a) 1890 b) 1900 ©) 1910 d@ 1920 4. Internet becomes available @) 1970 5) 1980 ) 1990 @) 2000 5. Fiction in paper back started a) 1770 b) 1780 o) 1790 @) 1800 6. The invention of printing @) 1450 5) 1540 ©) 1640 & 1650 7. Start of OPAC (but not yet widely used) @) 1985 8) 1975 o) 1965 2005 8. OPAC flourished and became widely used @) 1980 8) 1990 9) 1970 @ 2005 9. Digital information age @) 2000 8) 1990 ©) 1980 2010 10. Convergence of new technologies @) 1995 5) 2000 2005 201013 NOTES No. 2 ‘Timeline of Developments in Knowledge and Technology that have Impact on Libraries [1450 | The invention of printing by movable type to produce books. Books evolved from clay tablets, bamboo, palm leaves, papyrus scrolls, parchment to the Roman Codex. 1600 _| The rise of natural sciences and scientific societies and start of scientific journals. 1800 1870 1950 1700 1 ‘The Industrial Revolution spreads out from Britain, The Industrial society is characterized In 1890, the first mimeograph machine was introduced. institutions (¢.g., libraries for the elderly) were created. si by goods’ production, with capital and labor serving as the transforming resources of society, ‘The social sciences became popular. Fiction in paperback emerged as reading matter for the working society. Popular education gained prominence. The rise of public library gained impetus from Andrew Camegie and the steel magnates of the United States. They recommended the establishment of free public libraries which led to the Public Libraries Act in 1850. Newspapers became a regular reading material. Magazine circulation improved as a result of improvements in the printing press and postal mail distribution, Photography and microphotography became popular. 1n1876, Melvil Dewey introduced his classification system and reference work was introduced by $.8. Green. Establishment of educational museums; the rise of visual aids, phonograph records and record players, recorded sound on films, educational films (16 mm), radio and television, the telephone, films-3Smm or the motion picture. Textbooks were required in schools. Special librariss in different establishments and in The advent of instructional television through open- and closo-cirouit TV. Audiovisual centers were established separately from school and academic libraries. Documentation conters were established separately outside of scientific and special libraries. Microfilms bbogan to be used in libraries The rise of teaching machines, programmed tutoring. audiotutorial systems and use of PSI Personalized systems of instruction) started. The Library College idea was floated “Hypertext” was coined by Ted Nelson to refer to text that has besn linked. OPAC was started but its used and growth flourished in the 1980s. In 1968, a small team led by Henriette D. Avram completed the MARC Pilot Project, for Machine Readable Cataloguing. The system quickly became the preferred format for libraries throughout the globe. Arpanet, which is now known as the first intemet, came into existence in 1969. 1970 Post-industrial society was characterized by @ shift from goods production to service industry, with information and innovation serving as the strategic transforming resources and the computer as the liberating technology. Computer-based instruction was started. Xerography, or Xerox (as we understand it today became widely used including fax machines), Video games also started.[1980 The information society - in which the quality of life, social change, and economic development depend increasingly upon information and its exploitation. Living standards, patterns of work and leisure, the education system and the marketplace are all influenced markedly by advances in information and knowledge. There is an array of information- intensive products and services communicated through a wide range of media, many of them electronic: video tapes, video discs from movies to films, educational television. Distance education concept also emerged. In 1989, the World Wide Web was developed 1990 This decade came to be known as the digital information age. Printed magazines/journals moved toward alternative forms of publishing, i.e., CD-ROM or on-line. The Internet became available in most campuses; e-mail replaced snail mail among scholars. Declining library budgets and increasing cost of materials encouraged resource sharing and interlibrary consortia; academic libraries were witnessing an erosion of their traditional role as storehouses for the printed word and were becoming gateways to mediating electronic access to information. The virtual library, wall-less and paperless environment, computer- based instruction and hypermedia have become common in the academe. 1995, Netscape, the first web browser for the general public is released. Libraries have become teaching instruments. The teaching of electronic research skills commenced. ‘The library has remained a campus center and retreat for faculty and students who find there the technology required for their work. The library is still seen as a custodial of print and non-print, or book and non-book resources. The library has also become a place where users consult library resources using state-of-the-art computer workstations. And still a study space where users demand quiet for contemplation and reflection - large, medium, and small sharing spaces equipped with state-of the art equipment to enable groups to incorporate technology into their gatherings. In 1998, Amazon.com was established; and Larry Page and Sergey Brin founded the Internet search engine “Google” The 3% Millennium starts, what many also call The Global Media society, a broadband society, where computing and telecommunication converge to affect every area of life. The blending of real and virtual, telescoping of space into cyberspace, optical computers, very advanced expert and knowledge-based systems, and access to computerized libraries. Distance education has been put in place. Libraries are on their way for the seamless integration of all information media because of multiple technology integration and the integration of libraries in an electronic network. It is predicted that the multimedia in the marketplace will have an integrated information/entertainment/computations facility - combining TV, Telephone and computers in one package. Sources for this timeline: 1. http:/Nibraryhistory.pbworks.com/Libraries%2oand%2otechnology 2. http://inventors.about.com/od/pstartinventions/a/printing_3.htm 3. http:/en. wikepedia.org/wiki/Library 4. Special Libraries Association (SLA). "Association Timeline.” Special Libraries Association Web Site. 17 September 2005 http://www.slis.nccu,edu/~burgin/4000/History/sld00 |.htm.POSTEST No. 2. 1. Internet becomes available in this year a) 970) 1980 =) 1990 d} 2000 2. OPAC started in 1965 but its used and growth flourished in this year @) 1980s 1b) 1990s ©) 1960s d) 2000 3.in 1965, "Hypertext", was coined and introduced by a) Larry Page by Sergey Brin —_c) Henriette D. Avram _d) Ted Nelson 4, The forerunner of the internet is a) Intranet —_—-b) worldwide web) Arpanet @) extranet 5. Convergence of new technologies started to happen in @) 1995 ‘b) 2000 ©) 2005 @ 2010 6. The internet can be used because of a web browser. Considered as the first web browser for public used is 4) Arpanet b) Netscape —_—) google _d) Internet explorer 7.1n this year, digital information age began. a) 2000 ‘b) 1990 ©) 1980 ad) 2010 8. Printing was invented in this year. a) 1450 bj) 1504 o) 1640 di 1650 9. Special libraries were on the rise in this year. a) 1590 hy) 1900 1910 d) 1920 10. Fiction in paper back started inthis year. =a) 1770) 780) 4790) 800PRE TEST No. 3 The Literature of Reference Service 1, RUSA is an ALA associatic service. RUSA stands for a. Reference and User Services Association 6. Readers and User Services Association ¢. Recorders and User Services Association d. Relations and User Services Association 2. RUSA publishes RQ; but RQ is now known as a. Recorders and User Services Quarterly 5. Readers and User Services Quarterly ©. Relations and User Services Quarterly Reference and User Services Quarterly 3. Which of these main reference journals is edited by William Katz? a. Library Trends b. Reference Services Review ¢. Reference Librarian d. College & Research Libraries 4. The longest running journal on reference work which started in 1960's is the 5. All of the following are review journals except @. College & Research Libraries b. Reference Services Review ¢. Library Journal @. Choice 6. ARBA is a book that reviews reference books. ARBA stands for a. American Reviewing Books Annal b, American Reference Books Annual @.. Amerlcan Reference Bibliography Annual d. American Reviews of Books Annually 7. A very important selection aid for reference books are @. Bibliographies and Indexes b. Guides to Reference Sources 8. The Guide to Reference Books was first issued in a. 1902 . 1802 b. 1922 4. 18229. Who of the following is not an editor of Guide to Reference Books a. William Katz b. Isadore Mudge c. Winchell Constance 4. Robert Balay 10. The British counterpart of the Guide to Reference Books was first published as @. Guide to Reference Books 6. Walford's Guide to Reference Materials ©. Guide to Reference Materials 4. Guide to Readers Books 11. The best selection aid published in 1902 and used by reference librarians in building their reference collection is . Introduction to Reference Work 5. American Reference Books Annual ©. Guide to Reference Books @. Walford's Guide to Reference Materials 12. Guide to Reference Sources, the centennial edition, is also known as a. GRS 12 ©. GRSIT 6. GRSI3 d. GRS Centennial 13. This centennial edition was issued in a. 1902 c. 2002 b. 1922 @. 2008 14, The Guide to Reference Books was edited longest by a. William Katz b. Isadore Mudge ¢. Winchell Constance 4. Robert Balay 15, Complements ARBA because it provides English-language reviews of European reference titles. a. American Reviewing Books Annals 4. American Reviews Europe Annual ¢. American Reference Bibliography Annual d. American Reviews of Books AnnuallyNOTES No. 3 The Literature of Reference Service (from Bopp’s & Smith’s Reference and Information Services: An Introduction, 2001) A sizeable body of literature (textbook, monographic documents, proceedings, guides, reviewing sources, metadata, and related materials) on reference work/services has been generated since the 1930's (e.g. J. Wyer’ book, Introduction to Reference Work) up t01990s or to William Katz's two-volume Introduction to Reference Work. At the start of this century, the literature on reference and information services are growing by leaps and bounds. The three important American journals in Reference Service are: 1. RQ (now Reference & User Services Quarterly) is the longest running journal on reference work, since 1960s, is the official journal of Reference & User Services Association (RUSA) of American Library Association. 2. Reference Services Review. began in 1972 concentrates on reviewing the information sources available on specific subjects; 3. The Reference Librarian. edited by Bill Katz since it started 1981; deals on every facet of reference service. The website for Reference & User Services Association of the American Library Association (ALA) is hup:// www ala.org/rusa/ A. The Reference Collection The reference collection of a library consists of encyclopedias, dictionaries, directories, yearbooks, almanacs, atlases and other sources that provide readily accessible reference information. It is arranged to enable convenient and rapid use by library clients and staff. A Reference Source is any material, published work, database, website, and similar material which is used to obtain authoritative information. Reference sources by format now include: 1.) print and non-print, 2.) microform and other media, 3) distributed electronic format (CD ROM), and 4) those electronically accessible over a network. When the whole universe of intellectual resources is taken into consideration, bibliographic records are seen to be only one component. To describe the resources available on the Internet, librarians and others are currently engaged in creating schemes for records describing ‘materials that exist only in electronic format. These metadata, as they are known, are continuously evolving. Examples of these formats are i the nic Archival Descriptio the Dublin Core, and the Text Encoding Initiative Guidelines for Electronic Text Encoding Interchange. B. Selection Aids in Reference Collection Selection aids assist the reference librarian in evaluating sources for inclusion in the reference collection. Generally, these are reviewing sources, guides to reference sources, and, recently, directories of databases.1, Reviewing sources. These are usually journals that offer critical reviews of newly published titles. Some review joumals include non-print and electronic titles. These include the following: a, Journals Reference Books Bulletin (RB)... This reviewing journal provides long, comprehensive and evaluative reviews prepared by members of ALA Reference Books Bulletin Editorial Board, issued semi-monthly. Reprints of RBB are issued annually and selected reviews can be found in the Booklists Website http:/Avww.ala.org booklist/index.html |. This includes a section of a brief signed reference book eviews in each issue, published eleven times a year. A regular column on for commercial products, as well as WebWatch which highlights websites in a particular subject area. Its website is http:/Avww.libraryjournal.com ‘Choice. This reviewing journal focuses on books suitable for uate collections and often reviews more specialized titles than library journal. It published an annual issue supplement in September which is devoted to websites of value to academic libraries. I is available on the website for a fee ChoiceReview Online at this website: http://www choiceReview.org Reference &User Services Quarterly (formerly RQ). This includes critical reviews of reference books and databases in each quarterly issue. b. Books |. This is the most comprehensive source of reviews and is annually published. It reviews reference books published in the US and Canada in a given year. American Reviews Europe Annual. This complements ARBA by providing English-language reviews of European reference titles. Web address: http://www sre.casalini.com 2. Guides to reference sources. Aside from assisting the librarian in the evaluation of the reference collection, they also identify gaps in existing collection and identify likely sources for answering particular reference questions. Examples are: i. iii, Guide to Reference Books. This guide has served librarians since 1902 with the 11" edition published in 1996, under the editorial direction of Robert Balay. This is published in US by ALA. Walford’s Guide to Reference Materials. This guide is the British Counterpart of Guide to Reference Books whose first edition was under the same title as that of the US guide. The first editor was Walford. The 1999 edition appears in 3 volumes and arranged using the Universal Decimal Classification (UDC). 2A Guide to fterature, Written by Hans E Bynagle, this reviews some reference titles in a more in-depth way. It is not, however, as comprehensive as both Guides:20 iv. Reference Sources for Small and Medium Sized libraries. It was Published by ALA based on the Guide to Reference Books and was last updated in 1999, v. Guide to the Reference Materials for School Media Centers. Written by Barbara Safford, this includes more than 2,000 entries for books and CD-ROMS for children. Reference Books for Children. Written by Caroline Sue Peterson and ‘Ann D. Fenton, this guide is very similar in scope with that of Guide to the Reference Materials for School Media Centers. It is, however, more selective but not as current as the above cited guide. 3. Directories of Databases as aid in selection of electronic sources i, Gale Directory of Databases. It is a very useful source of description of databases but it does not provide evaluative or comparative annotations. This database was formed from the merger of Computer-Readable Databases, Directory On-line Database and Directory of Portable Databases. ii, CD ROMS in print. This is a Directory that concentrates on CD-ROMs alone. It is now on its 14" editions covering 17,000 CDROM titles. vi, C. Guide to Reference Books: An Annotation. “The Guide to Reference Sources has become a comerstone of the literature of librarianship” - 12" ed. The twelfth and latest edition of Guide to Reference Books is now renamed into Guide to Reference Sources or simply called GRS12. This edition was published in 2008 under the general editorship of Robert Kieft. It is the “Ist electronic edition as announced in ALA Editions’. The guide is a long-running publication known to most librarians alive today as Guide to Reference Books, The 12" edition is also the centennial edition and the first to account for resources on the World Wide Web. The Guide to Reference Books traces its roots in 1902 with the publication of Alice Bertha Kroeger's Guide to the Study and Use of Reference Books: A Mant ial fe shers_ students. In 1909, the Guide became a project of the General Reference Department of the Columbia University Libraries under compilers and editors Isadore Gilbert Mudge, Constance Winchell and Eugene Sheehy, from the 9" eds until 1986, The general editorship passed for the 10th edition supplement and the 11th edition to Robert Balay of the Association of College and Research Libraries’ Choice magazine. Sources: 1. Guide to Reference Books by Constance Mabel Winchell. 2. http:/Awww.guidetoreference.org/images/pdf/selection_criteria_detail.pdf 3. http:/www.guidetoreference.org/DynamicContent.aspx?ctype=1521 POST TEST No. 3 ._ The best selection aid published in 1902 and used by reference librarians in building their reference connection is 4. Introduction to Reference Work b. American Reference Books Annual ©. Guide to Reference Books d. Walford's Guide to Reference Materials 2. This centennial edition was issued in a. 1902 ©. 2002 b. 1922 d. 2008 3. The centennial edition, Guide to Reference Sources, is otherwise known as @. GRS 12 ©. GRSII b. GRSI3 d. GRS Centennial 4. The Guide to Reference Books was edited longest by a. William Katz b. Isadore Mudge . Winchell Constance d. Robert Balay . The Guide to Reference Books was first issued in a) 1902 ©) 1802 2) 1922 d) 1822 6. The following were editors of Guide top Reference Books except: a. William Katz 4. Isadore Mudge c. Winchell Constance d. Robert Balay 7. The 11° edition of Guide to Reference Books was under the General Editorship of: @. William Katz b. Isadore Mudge ¢. Winchell Constance d. Robert Balay 8. The British counterpart of the Guide to Reference Books was first published as @. Guide to Reference Books b. Walford's Guide to Reference Materials ©. Guide to Reference Materials d. Guide to Readers Books 9. ARBA is a book that reviews reference books. ARBA stands for a. American Reviewing Books Annuals 4, American Reference Boaks Annual ¢. American Reference Bibliography Annual @. American Reviews of Books Annually22 10. Complements ARBA because it provides English-language reviews of European reference titles. 4. American Reviewing Books Annals 5. American Reviews Europe Annual ¢. American Reference Bibliography Annual d. American Reviews of Books Annually 11. A very important selection aid for reference book are @. Bibliographies and Indexes 4. Guides to Reference Sources ©. Directory of Directories . Travel Guides 12. The following are review journals except: 4. Reference Books Bulletin 8. Library Journal ©. Guide to Reference Books d. Reference &User Services Quarterly 13. RUSA is an ALA association which is primarily concerned on reference service. RUSA stands for a. Reference and User Services Association b. Readers and User Services Association ¢, Recorders and User Services Association 4. Relations and User Services Association 14, RUSA publishes RQ; but RQ is now known as a. Recorders and User Services Quarterly b. Readers and User Services Quarterly ¢. Relations and User Services Quarterly . Reference and User Services Quarterly 15. Which of these main reference joumals is edited by William Katz? 4. Library Trends 4. Reference Services Review ©. Reference Librarian College & Research Libraries23 PRE TEST No. 3 uct nce Work/Service 1, This is a library work that belong to readers services but confined to assisting and instructing users @. reference work ¢. circulation work 5. library service 4. cataloging work 2. Reference work is primarily concemed with answering a question asked by a library user in need of an answer. Which function is closest to this definition? 4. instruction function . guidance function 5. information function . appraisal function 3. Reference work may be considered as a technical duty ©. administrative duty 6. mechanical duty d. educational duty 4. Which function of reference work deals with compiling a list of library materials in aid of research or promotion of reading? «. information function . guidance function 6. bibliographic function . research function 5. This is the reference function which involves all the elements of good management. 4. supervision function ¢. information function . instruction function @. guidance function 6. A function of reference work concerned wth bBlohorphy is wa ms @_ supervision function . information function 5. Instruction function 4. guidance function 7. A reference function that includes the evaluation of the reference department is the @ appraisal function . information function instruction function d. guidance function 8. Thisis an interplay of knowledge, sls, abilities and aniudes required to do job effectively skills ©. competency 6 talent 4. work-performance. 9. A competent person is someone who displays KSA. KSA stands for knowledge, skills and a. actions ¢. apti b. b. abilities 4. assets 10. Skills, attributes, and behaviors required of every employee in an organization regardless of function or level @ work-performance ¢. core competencies b. oustanding performance 4. professional competencies For questions 11-20, the choices are: a. Basic knowledge of information resources J Reader's advisor b Skill in conducting reference interviews g. Teaching and presentation skills ¢. Professional search skills 1h. Customer service 4. Knowledge of policies, procedures, ethics and issues i, Commitment 10 life-long learning ¢, Technology skills J. Communication skillsThis is a type of professional competency required of reference librarian when he demonstrates capability of finding and evaluating information sources. . This is the professional competence shown when a reference librarian communicates correctly properly and openly; and, demonstrates active listening skills. . This is the professional competence shown when a reference librarian demonstrates knowledge 0! library policies, procedures and service standards. . This professional competence is shown when avreference librarian seeks to enhance the library services and experiences of customers. . This professional competence is shown when a reference librarian continually develops skills in using new technologies. .. This professional competence is shown when a reference librarian shows a welcoming attitude to user, 1. This professional competence is shown when efficient search is the preferred result in answering reference questions. . Through this skill, the reference librarian comfortably presents information in a clear and engaging manner, specially in dealing with customers whether in one-on-one or groups, and in formal and informal settings . This competence is manifested when the reference librarian possesses and continually develops broad general knowledge in his reference tasks and continually builds upon basic knowledge of information resources. Through this, the reference librarian anticipates and manages change effectively and pursues learning opportunities, personally or through formal training25 NOTES NO. 4 General Int Worl A. The Major Divisions of Library Work 1, The Acquisition Division, This division or department acquires the materials of the library and is responsible for the selection, ordering, and frequently accessioning of books, periodicals, manuscripts, car and whatever else goes into the library. 2. The Preparations Division. It is responsible for the preparation (cataloging and lusfcaton of the books forthe solver, 3. The Circulation Division. It is responsible for the distribution and dissemination of materials intended for home use, and frequently, assumes responsibility for readers advisory service as well 4. The Reference Division. Considered as the library's information bureaus, the reference department in reality serves as the interpreter between readers and books. B. Definitions ef Reference work The reference work or reference service in a library, sometimes referred to nowadays as reference transactions and Readers Education Services, can be defined in many ways such as: 8) ALA (ALA Glossary of Library Terms) = That phase of library work which is directly concerned with the assistance to readers in securing and in using the resources of the library for study and research. b) Hutchins (Introduction to Reference Work) = Reference work includes the direct, personal aid within a library to persons in search of information for whatever purpose, and also various library activities especially aimed at making information as easily as possible. c) Wyer, James I. (Reference Work) = Reference work is the sympathetic and informed personal aid in interpreting library collections for study and research. d) Current Trends in Reference Service (Library Trends, Winter, 1983). = Reference work, after all, meant primarily, “personal assistance provided to patrons in the pursuit of information.” C. The Six functions of reference Work/Service 1, The Supervision Funetion, This function consists of maintaining an efficient reference service through: (a) the proper organization of facilities; (b) selection of materials; (c) direction of personnel; and (4) study of clientele. This function involves all the elements of good management, 2. The Information Function, This is the most common duty of the reference department or the reference librarian which is to answer questions.26 3. The Guidance Function, This is where readers’ advisory service falls. The following fall under this function: (a) advice ~ much of which are vocational, recommendation of g ‘books, (c) self-education, and (c) bibliotheraphy. = Bibliotheraphy is a specialized form of guidance function as it involved using directed reading to and in a physical or emotional healing process. It is also uses. literature, film, or other media to assist the personal growth and/or rehabilitation of ‘group members through discussion of the matarial read or viewed. Kinds of Bibliotheraphy Clinical bibliotherapy is used by doctors and hospital librarians to persons with emotional and behavioral problems to encourage self-understanding or behavioral change ty. Developmental biblitheraphy sued in a wide variety in schools or in public libraries to promote self-knowledge, personal growth, and the successful completion of "developmental tasks" associated with various life stages. 4. The Instruction Function, Includes (a) Informal library teaching such as orientation and individual instruction; and, (b) Formal library teaching. 5. The Bibliographic Function. This function specifies that the reference librarian should provide bibliographies primarily for the promotion of reading such as reading lists, students’ term papers and 6, The Appraisal Function, This includes the evaluation of the reference department ~ ‘appraising the collection, the users and the librarians. The success of any reference separtment is believed to dapond wpon twa feats which ae: (a) pomaion ofthe right materials and (2) knowledge of how to get the most of those materials. D. The Reference Department 1, The reference department of the library is that part of the system which is charged especially with the task of aiding readers in their use of the library particularly in their use of the resources and books within the library walls and is distinguishes from the withdrawal of books for home use reading. 2. The particular department or section of the library that contains reference sources. There is no such thing as typical reference room and how the references resources are organized. It usually depends on the size, the clientele served and other essential factors. However, some of the especial units found in larger reference rooms are: (1 an information desk whee inure and requests are seeened an outed fo the proper @) a elephone; (3) reproduction equipment, where parts of books and other materials are reproduced by Photostat or microfilm; (4) interlibrary loan, where arrangement are made to borrow from other libraries; (5) records, where self lists, catalog and citation files are maintained; (6) pamphlets, clippings, pictures; and (7) audio-visual facilities.27 E. The Reference Librarian. The library personnel whose responsibilities includes giving direct assistance to users seeking information, advising and instructing patrons in the use of library resources, and helping to facilitate access to information in a variety of formats. The assistance, advice, and instruction include both direct and indirect service to patrons which are specifically enumerated below: 1, General Duties and Responsibilities of Reference Librarian 4) Participates in the selection of information resources and in the library's liaison program, as assigned b) Keeps abreast of current literature and trends in librarianship and professional responsibilities ©) Keeps essential records and statistics and prepares reports as necessary d) Teaches Academic Information Services courses €) Performs other duties as assigned f) Observes safety, health and sanitation codes, regulations or practices required by University or Governmental authority ies of Reference Librarian 2. Specific Duties and Respons a) Answers reference questions b) Teaches patrons how to find resources in various formats ¢) Provides classroom instruction in the sources of information, in the use of bibliographic tools, and in search strategies 4) Prepares instructional materials and guides as necessary ¢) Participates in reference collection development f) Participates in the determination of Reference Unit ies and procedures F. The Competencies Required of a Reference Librarian a, What are Competencies are. Competencies have been defined as the interplay of knowledge, understanding, skills and attitudes required to do a job effectively from the point of view of both the performer and the observer. Competency is a combination of observable and measurable skills, knowledge, performance behavior and personal attributes that contribute to enhanced employee performance and organizational success. b, Elements of competencies. Many people concemed about workforce development have been used to the language of KSA's (knowledge, skills, abilities) and behavioral objectives as ways of describing what a student or worker needs to know, and how that knowledge will be measured at the end of an educational program or training session. ¢. Two types of competencies. 1, Professional competencies relate to the librarian's knowledge in the areas of information resources, information access, technology, management and research and the ability to use these areas of knowledge as a basis for providing library and information services.28 2. Personal competencies represent a set of skills, attitudes and values that enable librarians to work efficiently; be gocd communicators; focus on continliht fearing throughout their careers, demonstrate the value-added nature of their contributions; and survive in the new world of work. In order, however, for an individual to gain, erihance or even to possess professional as well as personal competencies, core competencies must have been developed. Core Competencies are identified as the skills, attributes and behaviors which are considered important forall staff of an organization, regardless of function or level. It is also emphasized that core competencies represent a set of skills, knowledge and attitudes necessary for the broad practice of a profession and are required of all employees in all positions throughout the agency at different proficiency levels and in varying degrees based on the position ‘A competent person is someone who has a thorough understanding of the responsibilities of the job and has the motivation, skills and knowledge to consistently carry out those responsibilities to the required standard. d. The Competencies of a Reference Libra: rian 1) Basic Knowledge of Information Resources © Possesses and continually develops broad general knowledge © Continually builds upon basic knowledge of information resources © Develops areas of specialization © Demonstrates awareness of library-system resources 2) Skill in Conducting Reference Interviews % Assesses customers’ requirements and abilities, and appropriately identifies materials, databases and Web sites to match their needs © Uses SMART skills (welcoming behaviors, techniques to identify patron needs, and follow through) in every reference transaction © Applies this model to all reference transactions regardless of venue, including in-person, telephone, e-mail and real-time chat © Demonstrates sensitivity to diverse populations with varying needs 3) Professional Search Skills © Capable of finding and evaluating the information resources best suited for answering specific questions in a variety of subject areas © Understands the structure and organization of information in a variety of disciplines and formats © Expertly searches catalogs, databases and Internet sources 4) Knowledge of Policies, Procedures, Ethics and Issues © Maintains current awareness of professional issues impacting libraries © Demonstrates knowledge of library policies, procedures and service standards © Proactively defends free access to information and effectively resolves challenges to intellectual freedom © Maintains confidentiality of patrons. 5) Technology Skills © Continually develops skills in using technological tools © Finds ways to remove technological barriers and facilitates information access for patrons