The 4 Rs of Reference

A sometimes invisible pathway lies between a patron’s initial question and what the patron actually wants to find out. This book gives reference librarians a set of techniques for illuminating that pathway, showing ways to interact with library users that will help them communicate what they’re really looking for. Reference pathbreaker Tyckoson, speaking to reference novices as well as to professionals looking to polish their approach, - discusses the psychology of question asking, examining how psychological factors can inhibit users from asking questions;
- introduces the four Rs of reference—reassuring, responding, restating, and repeating—an effective method for working with users that can help overcome these barriers;
- demonstrates how to apply the RUSA Behavioral Guidelines for more successful reference interactions; and
- addresses key issues such as in-person and online reference, the impact of environmental factors like desk size and location, the use of open- and closed-ended questioning, and how to deal with problem situations and users.
By explaining the psychology that underlies asking for help, this book will make librarians and library staff more effective in their interactions with library users.