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Friday, November 1 • 11:10am - 12:00pm
The Reference Interview beyond Reference: Putting it to the E-Resource Troubleshooting Test

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The reference interview remains a relevant and established method of communication between librarians and users in meeting information needs. However, the discovery and use of information online affects library services within reference and public service to include technical service skills and personnel. While core professional competencies of electronic resource librarianship include communication, the profession lacks behavioral guidelines outlining best practice. The presenters share research examining public and technical service interactions for evidence of new and traditional reference interview behaviors when troubleshooting access to electronic resources. Beyond breaking down “public” and “technical” silos, identifying these behavioral similarities and differences leads to better service to users, wherever their point of need begins.

avatar for Angela Rathmel

Angela Rathmel

Head of Acquisitions & Resource Sharing, University of Kansas
Angie Rathmel is currently head of Acquisitions & Resource Sharing at the University of Kansas (KU) Libraries. She previously served as the libraries’ electronic resources librarian, among other positions. Angie oversees workflows related to the libraries’ collection budget, including... Read More →

Greta Valentine

Research Analyst, University of Kansas

Friday November 1, 2019 11:10am - 12:00pm CDT
J.W. Student Union, Room D (3rd Floor)