In a time when budgets are being cut, libraries are losing hours or closing, and people are “Googling” their questions, reference services are in jeopardy.
Libraries offer great services, programs, books, electronic resources, media, and a community center, among other things. With all of these to offer, why is reference so important? One comment expressed at the NTRLS marketing workshop, “the library is the place to go when you want to know”, says it all. The expertise of staff in locating information is one thing which sets libraries apart from search engines and bookstores. Staff members are there on a regular basis, answering questions, seeking out information, developing invaluable research strategies, and learning evaluation skills.
Haven’t we all heard, “I’ll just look on the Internet”? Believe me, I Google almost every day. I love the Internet. However, I know how to use a critical eye when evaluating the information I have located. Unfortunately, many of our patrons have not developed these skills.
There are also times when a book or database is the more efficient source to use. I can find reputable, critical literary sources for John Steinbeck much faster in Gale’s Literature Resource Center database than on the Internet. We should be proud of our research skills. If you feel that this is an area you need more practice, don’t panic. We all started one question at a time.
If you cannot locate the answer within your materials, the Internet can be helpful. Just remember we need to educate users on evaluating the information. Some online reference sources you might begin with are:
One of the best pieces of advice given to me during my early library years was never let the patron leave empty handed. If you do not have the answer to the question, give the patron the name and phone number of someone who does, find an Internet site that can help, or show them a database they can search. Keep a ready reference file with frequently asked questions for future referral.
If you just can’t find any helpful information, tell them you’ll get back with them. If they leave with a “sorry, I can’t help you with that” ringing in their ears, they may never come back. I mean, they can just Google it, right?
--Carolyn Davidson