LIS504LEB: Reference and Information Services Fall 2011 4 graduate hours Melissa Wong [email protected] 310-831-0233 I encourage you to email me at any time with a question or issue. You are welcome to call me at home between 9 am and 9 pm Pacific Time. If you are having trouble reaching me, please feel free to email me to arrange an appointment for us to talk on the phone or online. Course Catalog Description Explores reference and information services in a variety of settings, introduces widely used print and online sources, and develops question negotiation skills and search strategies. Course Overview Welcome! This course will provide you with an introduction to reference work. Throughout the semester we will be focusing on two major themes: what reference tools exist and when to use them (the “practical” aspect of the course) and traditional and current issues in reference work (the “theoretical” aspect of the course). We will spend about half our time learning the basic types of reference tools (print and electronic) by examining and using representative titles. Each week we will study a different category of tools–such as encyclopedias, indexes, or dictionaries–by reading about them and then attempting to answer sample reference questions. The sample reference questions are designed to familiarize you with specific titles and their unique features. You’ll need to choose some of these questions to turn in for grading, but I encourage you to work on as many as possible. Reading about sources isn’t the same as using them, and in fact, most librarians find they remember key sources by appearance and location, not title. We will spend the other half of our time reading about and discussing traditional and current issues in reference work. We will look at topics such as organizing and managing reference operations, evaluation of services, and professional ethics. We will also look at relatively recent issues, such as the cost of electronic resources, how to provide service in an increasingly digital environment, and the shape of reference services in the future. Expected Learning Outcomes Upon successful completion of this course, students will: • know the basic types of reference tools, • recognize major print and electronic reference titles, • be able to construct basic search strategies for print and electronic sources,

• be able to conduct an effective reference interview, and • be familiar with trends and current issues in reference services, in order to provide general reference service in a variety of library settings. Texts • •

Bopp, Richard E. and Linda Smith, eds. Reference and Information Services: An Introduction, 4th ed. Englewood, CO: Libraries Unlimited, 2011. Ross, Catherine Sheldrick, Kirsti Nilsen and Marie L. Radford. Conducting the Reference Interview: A How-To-Do-It Manual for Librarians. 2nd ed. NY: Neal-Schuman, 2009.

Additional readings will be available through the University Library’s Course Reserves and/or Electronic Journals. About Melissa I was the Library Director at Marymount College in Rancho Palos Verdes, California, a small, two-year, private college, for eight years. Prior to Marymount, I spent six years at the University of Southern California, first at the Leavey Library, which was built specifically to be a “teaching library” and was one of the first libraries to combine a reference library and computer lab, and later as Chair of the Science Center and librarian for the Wrigley Marine Science Center, a research facility located on Catalina Island. In summer 2008, I left full-time work to focus on adjunct teaching. In addition to my administrative experience, I have experience providing reference in a wide variety of settings, from the undergraduate to the graduate and post-doctoral levels, and have developed training programs on reference and customer service. I have a M.S. in Library Science from the University of Illinois at Urbana-Champaign (of course!). While at Illinois, I worked as a Graduate Assistant in the Main Reference Library for two years. I live in San Pedro, California, a small community about twenty-five miles south of downtown Los Angeles, with my husband, daughter and son and our two dogs. Assignments and Grading Overview Assignment Sources (pick 3 of 8; 100 points each) Online Searching Reference Interview Analysis LibGuide Participation Total

Points 300 100 100 100 50 650

Notes: • • •

• • •

Detailed directions for each assignment are available in our Moodle page. All assignments should be submitted via Moodle. Most assignments require you to upload a file. Acceptable formats include Word (any variation) and PDF. Assignments are due by the end of the day. I expect all work to be turned in on time or an email with a reasonable explanation as to why your assignment is late and when you plan to complete it. If I do not receive an email, if your explanation is not acceptable, or if you make late work a habit, I may at my discretion, deduct 10% for every day an assignment is late. I reserve the right to give individuals firm deadlines by which any late work must be turned in. [Note: Because I post the answers in the forums, Sources assignments cannot be turned in late.] Spelling, grammar, etc., affect your ability to communicate and therefore will affect your grade. If at any time you have a question about an assignment grade or your course grade, please do not hesitate to contact me. If you feel you may qualify for accommodations for any type of disability, please inform me immediately so that we can arrange for appropriate assistance.

Grading Scale A+ 100-99% A 98-93% A- 92-90% B+ 89-87% B 86-83% B- 82-80% C+ 79-77% C 76-73% C- 72-70% D+ 69-67% D 66-63% D- 62-60% F 59% and below Academic Integrity All work in this course should be your own. If, in the course of your writing, you use the words or ideas of another writer, proper acknowledgement must be given (using MLA, APA or another standard style). Not to do so is to commit plagiarism, a form of academic dishonesty. If you are not absolutely clear on what constitutes plagiarism and how to cite sources appropriately, now is the time to learn. Please ask me! Please be aware that the consequences for plagiarism or other forms of academic dishonesty will be severe. Students who violate university standards of academic integrity are subject to

disciplinary action, including a reduced grade, failure in the course, and suspension or dismissal from the University. Class Attendance Attendance at the on-campus session is mandatory. This class will meet synchronously (live) once a week. Attendance at live sessions is expected. However, I understand that many of you are returning students with commitments to work and family. I trust that if you miss class, it is for a good reason. If you must miss class, be sure to email me to check what you missed and listen to and read the transcript of the class session. Schedule August 22: Welcome and Course Overview Due: •

Post an introduction to the Introduction forum, including: your experience in LEEP and/or GSLIS, what you do now and what you plan to do after you get your library degree, your experience providing reference (if any), and brief information about the library you will use to complete Sources assignments. [by Aug. 22]

August 29: Introduction to Reference Services and Sources Readings on Reference: • • • •

Bopp and Smith, Chapter 1: History and Functions of Reference Services Ross, Chapter 1: Why Bother With a Reference Interview? Bishop, Kay and Salveggi, Anthony. “Responding to Developmental Stages in Reference Services to Children.” Public Libraries 40.6 (2001): 35-8. [Electronic Journals] Ottmann Press, Nancy and Mary Diggs-Hobson, “Providing Health Information to Community Members Where They Are: Characteristics of the Culturally Competent Librarian,” Library Trends 53 (Winter 2005): 397–410. Available at https://www.ideals.illinois.edu/bitstream/handle/2142/1741/Press398410.pdf?sequence=2

Readings on Sources: • • •

Bopp and Smith, Chapter 13: Selection and Evaluation of Reference Sources Cahill, Kay and Renee Chalut. “Optimal Results: What Libraries Need to Know About Google and Search Engine Optimization.” The Reference Librarian 50.3 (2009): 234-47. [Electronic Journals] Schneider, Karen G. “Beyond Algorithms: A Librarian’s Guide to Finding Web Sites You Can Trust.” Google’s Newsletter for Librarians (Jan. 2006) http://www.google.com/librariancenter/articles/0601_02.html

Due: •

Participation: Post a forum contribution. [by Sept. 1]

September 5: No Live Session (Happy Labor Day!) Readings on Sources: •

Bopp and Smith, Chapter 17: Dictionaries

Due: •

Sources: Dictionaries [due Sept. 4]

September 12: Introduction to Online Searching Readings on Online Searching: • • • • •

Online Searching Overview – complete the lesson linked on our Moodle site Bopp and Smith, Chapter 4: Organization of Information and Search Strategies (skim) Bopp and Smith, Chapter 5: Electronic Resources for Reference (skim) Bopp and Smith, Chapter 6: Understanding Electronic Information Systems for Reference (skim) Schneider, Karen. “How OPACS Suck.” ALA Techsource (2006). Read Part 2: http://www.techsource.ala.org/blog/2006/04/how-opacs-suck-part-2-the-checklist-ofshame.html

Readings on Sources: • •

Bopp and Smith, Chapter 18: Encyclopedias Wikipedia – Read some of the articles bookmarked at http://delicious.com/mwonglis

Due: • •

Sources: Encyclopedias [due Sept. 11] Participation: Post a forum contribution. [by Sept. 15]

September 19: Serving Diverse Populations / Online Searching, cont. Readings on Diverse Populations: • •

Bopp and Smith, Chapter 12: Reference Services for Specific Populations Ross, Chapter 5 – this chapter covers a variety of situations and patron types; skim and read a few sections of interest to you

• •

Allard, Suzie and Bharat Mehra. “Intercultural Leadership Toolkit for Librarians: Building Awareness to Effectively Serve Diverse Multicultural Populations.” Education Libraries 30.1 (Summer 2007): 5-12. [Electronic Journals] Use Library Literature to search for and read two articles on a specific user group of interest (e.g., children, seniors, specific ethnic group, etc.); please share your citations and a summary of what you learn in a forum post

Readings on Sources: • •

Bopp and Smith, Chapter 21: Indexes and Abstracts Bopp and Smith, Chapter 15: Almanacs, Yearbooks and Handbooks

Due: • •

Sources: Almanacs, Yearbooks and Handbooks [due Sept. 18] Participation: Post your article summaries by Sunday night (either starting a thread or responding to another person with a similar topic) [Sept. 18]; post a response to another person by Thursday night. [Sept. 22]

September 26: Collection Development Readings on Collection Development: • • • • •

Blankenship, Lisa and Jennifer Leffler. “Where Are the Reference Books?” Colorado Libraries 32.2 (Spring 2006): 10-13. [Electronic Journals] Frase, Rose M. and Barbara Salit-Mischel. “Right-sizing the Reference Collection.” Public Libraries 46.1 (Jan./Feb. 2007): 40-4. [Electronic Journals] Singer, Carol A. “Weeding Gone Wild: Planning and Implementing a Review of the Reference Collection.” Reference & User Services Quarterly 47 (Spring 2008): 256-64. [Electronic Journals] “Electronic Resources.” UI Current LIS Clips (April 2003) http://clips.lis.uiuc.edu/2003_04.html (review for a sense of issues in electronic resources) Ashmore, Beth and Jill Grogg. “The Art of the Deal.” Searcher 17.3 (2009): 40-47. [Electronic Journals]

Readings on Sources: •

Bopp and Smith, Chapter 19: Geographical Sources

Due: • •

Sources: Geographical [due Sept. 25] Participation: Post a forum contribution.. [by Sept. 29]

October 3: Evaluation of Reference Services Readings on Evaluation: • • • •

Bopp and Smith, Chapter 10: Evaluation of Reference Services Rimland, Emily L. “Do We Do It Well? A Bibliographic Essay on the Evaluation of Reference Effectiveness.” The Reference Librarian 47.2 (2007): 41-55. [Electronic Journals] Kern, M. Kathleen. “Looking at the Bigger Picture: An Integrated Approach to Evaluation of Chat Reference Services.” The Reference Librarian v46 or 95/96 (2006): 99-112. [Electronic Journals] Norlin, Elaina. “Reference evaluation: A three-step approach - surveys, unobtrusive observations and focus groups.” College and Research Libraries 61.6 (Nov. 2000): 54653. [Electronic Journals]

Readings on Sources: •

Bopp and Smith, Chapter 16: Biographical Sources

Due this Week: • •

Sources: Biographical [due Oct. 2] Participation: Post a forum contribution. [by Oct. 6]

October 10: Leadership of Reference Services Readings on Management: • • •

Bopp and Smith, Chapter 9: Training and Continual Learning for Reference Staff Bopp and Smith, Chapter 11: Organizing and Delivering Reference and Information Services Ross, Chapter 8: Establishing Policy and Training for the Reference Interview

Readings on Sources: •

Bopp and Smith, Chapter 14: Directories

Due: • •

Sources: Directories [due Oct. 9] Participation: Post a leadership or management-related question to the Leadership forum by Sunday night. [by Oct. 9]

October 17: No Class (See You Soon!)

Due: •

Online Searching [due Oct. 16]

Sunday, October 23: On-Campus Session (8:30 am – 4:30 pm, Location TBD) • • •

Reference Interview: Introduction Online Searching Review Library Research Guides & LibGuides Software

Readings on the Reference Interview: • •

Ross, Chapters 2-4 Harnett, Marquita. “Did You Say Library Anxiety?” o Part I at http://lsobibliotech.blogspot.com/2005/03/did-you-say-library-anxietypart-one.html o Part II at http://lsobibliotech.blogspot.com/2005/03/did-you-say-library-anxietypart-two.html

Readings on Library Guides: • • • •

Brazzeal, Bradley. “Research Guides as library instruction tools.” Reference Services Review 34.3 (2006): 358-367. [Electronic Journals] Judd, Cindy and Nicole Montgomery. “LibGuides and Librarians: Connecting Content and Community.” Kentucky Libraries 73.3 (2009): 14-17. [Electronic Journals] Little, Jennifer J. “Cognitive Load Theory and Library Research Guides.” Internet Reference Services Quarterly 15.1 (2010): 53-63.[Electronic Journals] LibGuides – in preparation for learning to create a LibGuide, review some guides at http://libguides.com

October 24: No Class (Recover from the On-Campus Session) October 31: Reference Interview: Virtual Reference Readings on the Reference Interview: • • • •

Ross, Chapter 6 Francoeur, Stephen. “The IM Cometh: The Future of Chat Reference.” In Sarah K. Steiner and M. Leslie Madden. The Desk and Beyond: Next Generation Reference Services (Chicago: ACRL, 2008) 65-80. [Electronic Reserve] Stormont, Sam. “Looking to Connect: Technical Challenges that Impede the Growth of Virtual Reference.” Reference & User Services Quarterly 47.2 (Winter 2007): 114-9. [Electronic Journals] Luo, Lili. “Text Reference Service: Delivery, Characteristics and Best Practices.” Reference Services Review 39.3 (2011): np, pre-publication copy. [Electronic Journals]

Skim (to be aware of their existence): • •

Reference and User Services Association. “Guidelines for Behavioral Performance of Reference and Information Service Providers.” June 2004. http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/guidelinesbehavioral.cfm Reference and User Services Association. “Guidelines for Implementing and Maintaining Virtual Reference Services.” June 2004. http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/virtrefguidelines.cfm

Readings on Sources: •

Bopp and Smith, Chapter 22: Government Documents and Statistics Sources

Due this Week: • •

Sources: Government Documents and Statistics [due Oct. 30] Participation: Post a forum contribution. [by Oct. Nov. 3]

November 7: Reader’s Advisory Readings on Reader’s Advisory: • • • • •

Kimball, Melanie A. “A Brief History of Reader’s Advisory.” Genreflecting. Westport, CT : Libraries Unlimited, 2006. [Electronic Reserve] Trott, Barry. “Building on a Firm Foundation: Reader’s Advisory over the Next TwentyFive Years.” Reference & User Services Quarterly 48.2 (Winter 2008): 132-5. [Electronic Journals] Ross, Chapter 7: The Reader’s Advisory Interview Ross, Catherine Sheldrick and Chelton, Mary K. “Reader’s Advisory: Matching Mood and Material.” Library Journal 126.2 (February 1, 2001):52-55. [Electronic Journals] Use Reader’s Advisor Online to learn about genres (available via King Library) – click on “Reader’s Advisor Material,” then select and skim a few essays on genres of interest (e.g., Christian Fiction, Fluent in Fantasy); alternately, read essays on specific genres in a print reader’s advisory guide at your library

Readings on Sources: •

Bopp and Smith, Chapter 20: Bibliographic Sources

Due: • •

Sources: Bibliographic [due Nov. 6] Participation: Post a forum contribution. [by Nov. 10]

November 14: Instruction

Readings on Instruction: • • • • •

Bopp and Smith, Chapter 8: Instruction Elmborg, James K. “Teaching at the Desk: Toward a reference pedagogy.” portal: libraries and the academy 2.3 (2002): 455-64. [Electronic Journals] Campbell, Susan and Debbie Fyfe. “Teaching at the Computer: Best Practices for Oneon-One Instruction in Reference.” Feliciter 48.1 (2002): 26-8. [Electronic Journals] Pattee, Amy S. “What Do You Know? Applying the K-W-L Method to the Reference Transaction with Children.” Children & Libraries 6.1 (Spring 2008): 30-. [Electronic Journals] Oakleaf, Megan and Amy VanScoy. “Instructional Strategies for Digital Reference: Methods to Facilitate Student Learning.” Reference & User Services Quarterly 49.4 (2010): 380-90. [Electronic Journals]

Due: •

Participation: Post a forum contribution. [by Nov. 17]

November 21: No Live Session (Happy Thanksgiving!) Due: •

Reference Interview Analysis [due Nov. 20]

Nov. 28: Ethics Readings on Ethics: • • •

Bopp and Smith, Chapter 2: Ethical Aspects of Reference Service Buchanan, Elizabeth. “On theory, practice and responsibilities: A conversation with Robert Hauptman.” Library and Information Science Research 30.4 (Dec. 2008): 250-6. [Electronic Journals] ALA. Code of Ethics. Jan. 2008. http://www.ala.org/ala/issuesadvocacy/proethics/codeofethics/codeethics.cfm

December 5: Future of Reference / Course Wrap-Up Readings on Future of Reference: • • •

Radford, Marie L. “A Personal Choice: Reference Service Excellence.” Reference & User Services Quarterly 48.2 (Winter 2008): 108-15. [Electronic Journals] Veldof, Jerilyn. “From Desk to Web: Creating Safety Nets in the Online Library.” In Sarah K. Steiner and M. Leslie Madden. The Desk and Beyond: Next Generation Reference Services (Chicago: ACRL, 2008) 120-34. [Electronic Reserve] Bell, Stephen J. “Who Needs a Reference Desk?” Library Issues: Briefings for Faculty and Administrators 27.6 (July 2007). [Electronic Reserve]

• • •

McKinistry, Jill and Peter McCracken. “Combining computing and reference desks in an undergraduate library: a brilliant innovation or a serious mistake?” portal: Libraries and the Academy 2.3 (2002): 391-400. [Electronic Journals] Reed, Vivian. “Is the Reference Desk No Longer the Best Point of Reference?” The Reference Librarian 48.2 (2008): 77-82. [Electronic Journals] Watstein, Sarah B. and Steven J. Bell. “Is There a Future for the Reference Desk? A Point-Counterpoint Discussion.” The Reference Librarian 49.1 (2008): 1-20. [Electronic Journals]

Due: •

LibGuide [due Dec. 4]