When staffing the Cooperative, sometimes a question comes in that leaves you stumped. The 24/7 Reference Advisory Board has devised a guide for you to consult when handling tough questions:
- Review the library's policy page
- Consult the library's web site
- Mark the question for follow-up: be sure and get a deadline and verify patron's e-mail address
Here are some other tips to keep in mind when tackling tough questions:
I. Research Questions
Get a… Clear sense of what the patron really wants
from…Open-ended reference interview questions
Use… Subject guides, research guides, pathfinders, course/class guides, homework help pages
from… Library web site (including web sites for other libraries)
Use… Knowledge base or FAQs
from… Library web site (including web sites for other libraries)
Use… List of databases by subject
from… Library web site
Still no luck?
Refer patron to the reference desk or give option for us to reply by email
· Reference desk referral
- Provide desk hours
- Give desk phone number
· Patron’s home library replies by email
- Mark session for follow-up patron library
- Advise the patron you are going to do this
- Ask about any deadlines for info need
Call the reference desk at the patron's library if possible
- Tell the patron you are doing this, as it will take time to call
II. Policy and Access Questions
Check… Library policy page
- use CTRL-F to search for specific text on the page
- Alerts section of policy page
Check… Library web site
- · use site search tool
- · FAQs, knowledge bases, etc.
- · Staff blogs and staff wikis set up for benefit of patron’s library staff
Try to… Duplicate patron’s problem on your screen
Still no luck?
Refer patron to the appropriate service desk or the reference desk or give option for us to reply by email
Service desk or reference desk referral
- Provide desk hours
- Give desk phone number
· Patron’s home library replies by email
- Mark session for follow-up patron library
- Advise the patron you are going to do this
- Ask about any deadlines for info need
Call the reference desk at the patron's library if possible
· Tell the patron you are doing this, as it will take time to call
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This guide is also available as a one-page handout: http://www5.oclc.org/questionpoint/Tips_For_Tackling_Tough_Questions.pdf
Please feel free to post comments and stay tuned for next week's Quality Tip!
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