MODULE 4: RESOURCE STRATEGIES

LEARNING OUTCOMES

Finding the best resource to fill a need requires good strategy.

Once youve mastered the model behaviors and communication strategies, it is time to start looking up the
answers to the questions. Where do you start?

Module 4 focuses on matching the questions to available resources for successful reference strategies.

In this module you will learn:

Search strategies, including terms, indexing, web searching, and finding experts
Search strategies to use in virtual reference
How to ensure accuracy of the resources
When to refer the patron elsewhere
How to keep track of resources used
How to keep the patron informed during the process
SEARCH STRATEGIES OVERVIEW

Determine the need, and then devise an effective strategy to locate the information

Did you understand the question?

Never hesitate to admit to patrons that you dont understand the question. They will generally be glad to
explain and will appreciate your interest in the subject. Being flexible while searching will give the best
results. If you are clear on the question, you can almost always find resources for answers.

Search Strategies

The key to successful searching is extracting the correct question in the reference interview. Once you
know what the patron actually needs, you can begin your search. How you think about getting the answer
(your search strategy) directs the methods and resources you will use. Below is a list of ways to create an
excellent search strategy:

1. Start broadly, break into parts, and then narrow your search
o Think broadly about what resources might satisfy your patrons information need
o Break down the complex question into manageable bits
o Narrow the search by checking to see if the question can be restated or organized
differently to better find the answer

2. Consider the most appropriate types of resources you choose

o Review tools you have on hand, including
Books, magazines, newspapers, archives, or indexes
Online databases
Pamphlet files
Government agencies
Experts
o Know the recommended web sources your library identifies or provides, and how they are
organized

3. Use the right keyword and subject headings for the resources you choose
o Consider all possible index terms or keywords for your search
o Use broader terms and synonyms to open additional areas of information
o Use narrower terms for precise searches

4. Know how to use the reference resources

o When consulting web search engines, choose carefully. Dont rely on a single search
engine.
o Be familiar with the standard reference source access points, such as table of contents,
index, or user guides
o Know how to narrow or broaden searches and use advanced techniques in search engines
and databases
 5. Get the information in the best format
o Your library has more than books! Search by format in the catalog or search different types
of media in the search engines
o Be aware of library databases that may contain the needed information
o Search strategies (Boolean, keyword, etc.) may differ according to different databases

6. If necessary, refer to an expert on the subject

o Search for experts in the field. Go to other staff members, make phone calls to experts, or
ask someone else.

MAJOR POINT: GET THE PATRONS REAL QUESTION FIRST, THEN USE A SEARCH
STRATEGY THAT WILL GET YOU TO THE MOST APPROPRIATE RESOURCES.
DISCOVER WHAT RESOUR CES YOUR PATRON IS ALREADY USING

The best place to start your search may be with the patrons original source

Where Do You Start?

Make the search for the right source easier by discovering the patrons source at the beginning. There is no
substitute for knowing the reference sources in your collection, what subjects are covered in the resources,
and where information on different subjects is located throughout your library. However, the first step in
any good search strategy is to determine what the patron already knows and the source of the patrons
information.

Find Out the Patrons Source

Finding out your patrons initial source of information on a topic helps in your search to find what the
patron really needs. The source can give clues to other sources and may also help you clarify the patrons
specific information need.

For example, one patron asked for the definition of the Native American word Cybis. After a long and
fruitless search, the librarian found out that the source of this word was an inscription on the bottom of a
porcelain figurine of a Native American. The answer was then easy to find Cybis is the name of a famous
company connected with porcelain sculptures.

Web Sources

Part of reference is promoting information literacy. If your patrons source was an unsatisfactory Web
search, take the opportunity to work with the patron in conducting a more targeted Web search, using one
or more of the most appropriate search engines. If the original source does not appear to be an
authoritative site, discus better options and how to evaluate websites.

Major Point: Discovering the patrons source at the beginning of your search makes the whole process
easier.
SUBJECT AND TERMS

Successful search strategies require a knowledge of subject terms

Subject Headings or Categories

When working with library resources, you will use tools that are arranged by subject, have indexes which
include subjects, or use specific subject heading schemes (such as the Library of Congress Subject
Headings).

Your librarys catalog is organized with a subject-based approach. The books on the shelves are classified
and cataloged by subject. Indexes for magazine articles, reference books, and some web directory sites are
organized by specific categories, which are the subject headings.

Working with Subject Headings

The best way to use these tools is to determine what subject heading will be used for the topic of your
question. However, our language is so complex that there are often many ways to describe the same topic.
Each tool or Web directory site will use the terms that make the most sense for the area covered. Each
source may use different terms for the same concepts. (Remember that people are the ones who determine
these terms and we all have different ways of describing things.)

For example, some sources will use the heading capital punishment, while others use death penalty.
Web search engines generally do not use subject access, and searches find any site with the keywords you
enter even though the site may have nothing to do with the topic.

LCSH and Sears

The Library of Congress Subject Headings (LCSH) and the Sears List of Subject Headings (used with the
Dewey Decimal System) are two standardization tools that are available in many library reference areas.
The terms in these tools are used when adding item records into the catalog. For that reason, these sources
are a logical place to begin when you are not sure what heading to use, or are having trouble finding a
subject in your catalog.

If you do not have these tools available, one strategy that often works is to check the tracings on the
bottom of a catalog record for another book on the subject. Tracings are the lists of headings used for a
book, and sometimes they may only appear as part of the full catalog record. You will have to check to see
how your catalog handles tracings, as most automated catalogs work differently.

Try a Synonym

There is no single, standard list of subjects used for all reference tools, and good cross referencing is rare.
Many professions, industries, and disciplines have their own subject heading lists (e.g. Medical Subject
Headings, MeSH). Try to think of as many different terms for the same concept as you can, and try them all.
Broaden the subject if you have trouble.

For example, you might find mention of a particular cowboy artist under his/her name, cowboy artists,
cowboy art, or western art.
Web Searches

A narrow approach is often necessary in working with such overwhelming numbers of sites. Try using a web
subject guide to get started. It is also important to know which search engines to use and how they work
(which will be discussed later in this module).

Keep track of all the terms you used in your search, and pass that list on if you refer the question.

MAJOR POINT: SUCCESSFUL SEARCH STRATEGIES REQUIRE KNOWLEDGE OF SUBJECT

TERMS USED IN LIBRARY CATALOGS AND RESOURCES AND KNOWLEDGE OF HOW SEARCH
ENGINES WORK.

ORE Exercise

1. Use your online catalog to see how many subject headings there are for Ohio. Example: Ohio-
Encyclopedias or Almanacs-Ohio. One way to find reference materials for Ohio is to use the term
Ohio with other terms such as atlas, bibliography, dictionary, directory, gazetteer, handbook,
periodical, index, or yearbook as keywords to find specific Ohio resources.

2. Want to find out where all those mysterious subject headings come from? Look for Ohio subject
headings in a copy of the Library of Congress Subject Headings. Catalogers assign the subject
headings to the catalog records and understanding more about the headings will help your
reference work.
INDEXING

Indexes are guides to the resources in your library and other libraries

Finding Tools

Indexes are one example of a finding tool. They help to locate books, find information within books, and
some can help locate information within magazines.

Many sources are arranged or accessed alphabetically by subject, and it is common to bypass the print
index or online subject access altogether. For example, a print encyclopedia is frequently consulted by
turning directly to an article rather than using the index. Its important, however, not to overlook the index.
Although there is an article in the World Book Encyclopedia on x-rays in the X volume, more information
can be found in at least two dozen other articles! Indexes also will help you locate information when there
is no separate article on the topic. For example, you can find a picture of a sea anemone in World Book only
by using the index.

Examples

1. The library catalog is an example of an index that helps locate books

2. There are indexes online which help you locate parts of works, such as:
o Readers Guide for Magazine Articles
o Grangers Index to Poetry for Poems in Collections
o The Essay and General Literature Index for Chapters from books
3. There are also indexes for individual works. An example is the World Book Encyclopedia Index

Specific Terms, Synonyms, and Broader Terms

To use any index (including the catalog) effectively, follow these steps:

1. Try looking up the most specific term first

o Ex: Daylight Savings Time try daylight
2. Then try a synonym
o Ex: Whose picture is on the $20 bill? If there is no entry under paper money, try
currency
3. Then try to broaden the search term
o Ex: If you are looking for the speed of a lion and find nothing under lion, broaden to
animals

Coping with Poor Indexes

Sometimes you will have to use an index which is poorly constructed. One common problem with indexes
is broad subject headings with too many items under each subject heading. You face an inefficient search
because you cant go directly to the most specific heading. Some indexes dont follow the usual conventions
and will put items beginning with the in the Ts. Indexes in some older books use outdated or misleading
terms. Sometimes it pays off to ignore the index altogether and rely on the table of contents and browsing.
Who Indexes the Web?

Reliable sites exist that review and categorize helpful website, and will help you locate appropriate Web
sources to answer questions.

MAJOR POINT: INDEXES ARE FINDING TOOLS THAT HELP YOU FIND WHOLE WORKS,
PARTS WITHIN WORKS, TOPICS WITHIN AN INDIVIDUAL WORK, OR QUALITY WEBSITES.
LOOK IT UP

Do the search, verify the answer, and cite your sources

Finding the Right Information

The goal of reference is to find the right information for the patron. Even if you are sure you know the
answer, look it up! It is important to verify the information found and avoid giving inaccurate answers
because of poor searching or a hasty, one-stop web search.

Reference sources do not always agree on the facts. Two different sources or websites may have conflicting
information, or we may miss the most authoritative source or site completely. The patron should always be
shown what source you are using so that they can judge the answer. Even when you are stating something
obvious to you, be sure to qualify your answer.

Dont Just Google It!

Google it is a common phrase, but good reference work is never that easy! Not all search engines perform
the same way or cover the same number of sites. Sometimes a subject guide (directory) site or a news site is
a better place to look it up. If you cant find anything, try a metasearch engine to search several engines at a
time (monstercrawler.com or dogpile.com, for example).

All search engines do not follow the same rules for retrieval. Know how a search engine lets you select any
words or all words, for example, and how to do phrase searching. Sites resulting from your search may
appear on the list because of the number of sites which link to them, the number of times a keyword was
used on the site, or because it may have been engineered specifically to get hits from search engines.

Cite Sources

Share all information sources with the patron. This is especially important when answering a telephone or
online request, because the patron cant see what you have. A good practice is to name the source before
giving out the information. This allows the patron to make the determination about the accuracy and
reliability of the information.

Examples:

Im reading from the U.S. Government Manual, 2015-2016, and it says that
I have the 2016 World Book Encyclopedia here, and in the article on Egypt it says
I found the answer to your question on the American Library Association website at
(Remember, the patron wont know what ALA means, even if this is obvious information to you.)

MAJOR POINT: ALWAYS LOOK IT UP, EVEN WHEN YOU THINK YOU KNOW! ON THE WEB,
LOOK IT UP WITH THE MOST APPROPRIATE SEARCH ENGINES, AND CITE SOURCES FOR
PRINT OR WEB.
ACCURACY AND CURRENC Y

Be sure that the information you are giving out is correct and current (if pertinent)

Finding the Correct Answer

The information you find should fill the real information need and allow your patron to say yes when you
ask the follow-up question: Does this completely answer your question? However, the purpose of your
search is not to find a quick answer to a question. The purpose is to find complete and accurate
information.

Common Reference Problems

Some of the most common reference problems that prevent successful, accurate answers are:

Telling the patron the information is not available when it is, either in your branch or through a
referral.
Reading information incorrectly; for example, reading the wrong line of a table or transposing
numbers
Not clearly understanding the patrons question and answering the wrong question; for example,
giving the patron information on the worst plane crash in the U.S. when the patron really wanted
the worst crash worldwide.
Answering off the top of your head without verifying the information first
Providing outdated information
Making assumptions about what prior knowledge the patron may or may not have
Currency/Pertinence

Depending on the subject, outdated information may be wrong. For example:

Names of office holders

Addresses and phone numbers of businesses
Statistics
Scientific, medical or legal information
Preferred gender, racial or ethnic terminology
There are many other instances, of course, when older information is inaccurate. When should you suspect
you have an outdated source?

Check the date of the material you are using. Do you suspect there is newer information to be had,
even if you dont have it? Sometimes there are clues in the material itself. You may have a third
edition, dated 1995. Is there a newer edition?
Statistical tables should indicate on the table the date of the information given. Tables often give
the name of the group or agency that compiled them. Its worth checking to see if later figures are
available.
Office holders change frequently. Directories are generally out of date before they are published.
Websites change rapidly or not at all! Look for dates of content update, not just copyright dates,
and verify that information is being updated. Choose the most reliable, authoritative sources
available.
If you suspect newer information may be available:

Check with your patron to find out if newer material is needed.

If it is, offer to pursue the question, giving the patron a realistic idea of when you might have the
updated materials.
If the patron cant wait for the referral process or prefers to make a direct contact, offer a source
where the patron can go directly to get updated information. For example, check the statistical
table to find out who compiled the data, and use a directory to get a current phone number. Or, if a
person is looking for the name of a current office holder, offer to supply the phone number of the
government office. Better yet, call the office yourself to verify the information.

Accuracy in Virtual Reference

If you are consulting and/or pushing a website, do the following to insure accuracy:

Offer accurate responses: check facts and know (evaluate) sources

Check spelling in written responses, and validate URLs
Select and cite only from authoritative resources (evaluation criteria for web resources: author,
content, domain name, date of last revision, objectivity, authority, and accuracy)
Always cite sources of information completely, whether web page, reference book, database, or
other
Use a consistent citation style institution-wide, if possible, but be aware that patrons may require a
specific citation style (ex: MLA, APA, Chicago) given their circumstances.
Add value to information either through analysis, description, keywords, pathways, or rewording

MAJOR POINT: TO PROVIDE ACCURATE INFORMATION: VERIFY THE QUESTION; USE

ACCURATE AND CURRENT SOURCES; AND RELAY THE INFORMATION CAREFULLY.
KEEP YOUR PATRON INFORMED

An important part of the search is keeping the patron informed as you work

Let the Patron Know

You may find yourself rushing a bewildered patron from place to place in the library and assume they
understand what youre doing. Thats probably not the case! As you are working on a question, keep the
patron informed about what you are doing. Patrons can add valuable information to aid in your search if
you explain how and where you are looking and often appreciate the chance to learn more about the
library. The following are helpful phrases to keep the patron informed about the progress of your search:

Im going to check our online index to magazine articles now to see if we can find an article about
your subject.
Lets look in the county agency handbook to see if we can find that address.
I need to be away from the phone for a minute while I check our catalog.
Why dont you have a seat so I can share my computer screen with you?

Be Sure the Patron Understands

Try not to use library jargon. Patrons may not understand it and may be too shy or unsure to ask.
Try to avoid terms like circulation desk (checkout desk may be better), ILL, or main entry.
Even reference can be jargon, so try to use the verb for what you are doing instead, i.e.
researching.
You may need to explain the resource you are using and why its appropriate for the question, as
well as what the limitations may be in regards to currency or accuracy.

Keeping Patrons Informed in Virtual Reference

It is especially necessary to keep the patron informed with remote technologies where the patron cannot
see what you are doing.

Include an explanation of your search process or strategy in your responses when possible
Send non-scripted information in small pieces, not large paragraphs, to help communication and
reduce delay time
Try to let the patron know what you are doing approximately every minute so that the patron
does not feel abandoned
If you must be away from the transaction, send something for the patron to review or read until
you return (quickly!)
Informing the patron in remote reference situations provides unique opportunities to improve information
literacy skills. For example, use technology (such as co-browsing, scanning, faxing, etc.) to help guide
patrons through library resources, when possible.

MAJOR POINT: CONTINUE THE REFERENCE INTERVIEW AS YOU SEARCH, KEEP THE
PATRON INFORMED OF YOUR PROGRESS, AND BE SURE THE PATRON UNDERSTANDS THE
INFORMATION.
KEEPING TRACK

For every reference transaction, list the resource used

Keep a Record of Your Search

If your library tracks reference questions, keep track of the questions, the information you gathered in the
interview, and the sources youve tried. Keep track of anything that might help you, another staff member,
or another library to continue work on the reference transaction if the question is referred.

When you are working on complicated searches you should make note of the books and online resources
you use. Also note the subject headings you use in working with indexes and the inclusive dates of the
indexes you check. List the specific titles you use. Do not record a statement like all the books here or all
our antique books, in case the question must be referred to another library. Call numbers may not be
helpful at the next level either, but the authors last name and the books title should be enough to identify
the source for most purposes.

Use a Form

If your library has a form for referring questions to a second level reference, you may wish to use the form
from the beginning with each reference question. This has several advantages:

Official Counts of Reference Transactions

Depending on your librarys practice, you may also need to keep track of the number of questions
(transactions) as well as the resources used. A directional transaction involves directing a patron to specific
places or items in the library. All library staff should be able to distinguish and contrast a reference
transaction from directional transactions in order to keep better statistics on library activity. Statistical
measures are important as indicators of service to your community. Although statistics alone do not
measure the activity in your library or its importance, statistical measures can help in evaluating current
services and may impact planning (and budgeting) for new services.

Keeping Track in Virtual Reference

The virtual reference technology and forms used may provide automatic ways to capture transaction
information. Frequently asked questions have special value, not just for keeping track, but in building
databases to be used when answering repeated questions and building FAQs to assist patrons. However,
special consideration must be given to patron privacy and confidentiality:

Reference transactions may be used in the creation of databases and FAQs but care should be taken
to maintain the privacy of patrons and the confidentiality of patrons inquiries.
Beyond removal of patron identifiers, inclusion in a database should not compromise patron
confidentiality, and this should be evaluated when choosing questions for inclusion in a database.
Patrons should be informed, through publicly available policy, that their questions might be
included in a database. They should be provided a means to request removal of their inquiries from
the database.
Data gathered and maintained for training purposes and for publicizing the service should also
protect patron confidentiality.
MAJOR POINT: KEEPING TRACK OF YOUR SEARCH HELPS OTHERS WHO MAY WORK ON
THE SEARCH AND HELPS IN PLANNING FUTURE SERVICES. QUESTIONS KEPT WITH
VIRTUAL TECHNOLOGY MAY BE USED TO BUILD A DATABASE OR CREATE FAQS.

OER Exercise

1. Study the form that your library uses to keep track of reference questions (TIDBIT).

2. Are there areas on the form for describing the question resulting from the reference interview,
listing sources checked, noting when the patron was informed, referral status, and citation of the
source where the question was found?

3. Does your library keep track of reference questions all the time or at certain times of the year? How
are the statistics used?
RECAP

What have you learned?

Search Strategies

Get the real question through a good reference interview, then search for answers! Break down
complex questions into manageable parts. Look for answers in resources in many formats. Consider
all possible index terms. Consider asking experts.
Major Point: Get the patrons real question first, then use a search strategy that will get you to the
most appropriate resources.
Patrons Source

All materials in your library are potential reference sources, but the best place to start may be with
the patrons original source.
Major Point: Discovering the patrons source at the beginning of your search makes the whole
process easier.
Subject and Terms

To develop a successful strategy for finding the best resources, you must know the subject headings
and terms to look under in the library catalog, in the index of the reference resource, or in online
sources.
Major Point: Successful search strategies require knowledge of subject terms used in library
catalogs and resources.
Indexing

Indexes help you locate other resources or locate topics within a resource. Books such as
encyclopedias have indexes, there are indexes to magazine articles (or poetry, plays, short stories),
and the online catalog is an index to the librarys collection. Reliable sites that review and
categorize helpful websites help you locate appropriate sites.
Major Point: Indexes are finding tools that help you find whole works, parts within works, topics
within an individual work, or quality websites.
Look It Up

Do not give opinions even when you think you know. Always look up the answers and cite your
sources. Use appropriate search engines, and more than one if necessary. Citing the source, print or
Web, lets patrons determine for themselves the accuracy and currency of the information.
Major Point: Always look it up, even when you think you know! On the Web, look it up with the
most appropriate search engines, and cite sources for print or Web.
Accuracy

Your search is not complete until you can give the patron the most current and accurate
information.
Major Point: To provide accurate information: verify the question; use accurate and current
sources; and relay the information carefully.
Asking Experts and Referral

Your job is to meet the patrons information need in whatever way works best. The best search
strategy may be to ask experts in your library or community.
Your search should consider that patrons often have needs that require the services of groups or
agencies, for social or health problems as an example. Your library may have a list, directory, or
database of these agencies to be used for Information and Referral.
Major Point: Patrons often have needs that books and websites alone will not meet. They need the
services of special groups or agencies. It is often more efficient and productive to ask yourself who
knows the answer rather than what books or sites contain the answer.
Inform Patron

The reference interview does not end when the search begins. Keep the patron informed
throughout the search. Continue asking questions and end with a follow-up question that lets you
know the patron is completely satisfied.
Major Point: Continue the reference interview as you search, keep the patron informed of your
progress, and be sure the patron understands the information.
Keeping Track

Keep track while working on complicated searches in case you are interrupted or the question
needs to be referred later, or if others in your library will be working on the question. Keep track of
the number of transactions, according to your librarys practice.
Major Point: Keeping track of your search helps others who may work on the search and helps in
planning future services. Questions kept with virtual technology may be used to build a database or
create FAQs.

Get the patrons real question first, then search for answers. Know your librarys resources, the
resources available in other libraries, and when to refer. Keep the patron informed.
MODULE 4 QUIZ
1. Before you begin any search, you need to know the patrons real question and you should also know
the patrons original source, if any. Describe in your own words why this is important and give an
example.

2. What is the source of the subject headings used in your library catalog?

3. Find at least five subjects in your catalog that you think would apply to a question from someone in
an engineering class who wants to research solar energy in the United States.

4. Why is it important to use the index of a reference source? Give an example.

5. Why is it important to look up information you think you know?

6. What are two common causes of giving inaccurate information?

7. Are there any frequently used resources in your library that need to be updated?

8. List all of the places you would expect to find information about Ohio in your library and what type
of information you would expect to find in each.

9. Describe at least three things you can do if the information the patron needs isnt in your library.

10. What is the difference between a reference transaction and a directional transaction? Give an
example of each.