Tuesday, March 29, 2011

Reference Interviews: Live vs. Chat

One of my first assignments for Reference and Information Services was to do an online chat/reference interview with a classmate and also an in-person interview with a friend or family member and compare the two types of interviews.  After completing the two, I found the chat interview to be much more difficult.  It was hard to remain in contact with the patron while searching.  I found a good strategy to use is to find some information and send it to the patron to look at while you're still searching.    My Professor recommended a great way to attempt the online chat is to show enthusiasm by making statements like "Wow, that sounds really interesting!" The in-person interview was easier because I worked actively with the patron, we searched together and I could tell by verbal cues and body language whether we were going in the right direction.  Many libraries are using virtual reference interviews, so it's important to think about the skills you need to have a successful interview without having the patron present. 

In class we also went over how to provide excellent service to all patrons without passing judgement.  According to my textbook, Reference and Information Services in the 21st Century (co-authored by the Ames Free Library's very own Uma Hiremath), there are five basic steps to providing excellent service during a reference interview.  They are:
1.Approachability: make eye contact, smile.
2.Interest: make the patron feel like her question is exciting or important
3.Listening/Inquiring:  Make the patron feel comfortable.  Communicate so you can clarify what the patron wants to know.
4.Searching: Know your resources!
5.Follow up: Make sure the patron is satisfied with the results.

Here are some ALA (American Library Association) and RUSA (Reference and User Services Association) guidelines to look over:

RUSA Guidelines for:

RUSA Guidelines for:

ALA

The Functions of the Executive

My first big assignment was for my Management class.  I had to pick a management philosophy, write a ten page paper about it and do an oral presentation/PowerPoint.  My top choice, Fish! A remarkable way to boost morale and improve results! was taken right away by another classmate, so I ended up choosing Chester Barnard's book The Functions of the Executive, which is one of the classical management philosophies.  I studied his theory for weeks before I was finally able to break it down and understand it! The book was written in 1938 and the style is very text-book.  However, for that time in history, the ideas Barnard represented were groundbreaking.  Here is a snippet of my presentation:

The three main functions of the executive are:
1. Communication with employees
2. Creating an objective or purpose for the organization
3. Cooperation of employees

Creating a proposal like this for an organization is called “strategic planning.”   Strategic planning is the way an organization defines its direction and pursues this direction by using its resources.  Barnard’s theory is based on using employees as resources in order to achieve this goal.

Barnard’s theory suggests that through good communication, managers and workers can better understand one another.  The focus here is building strong relationships between management and workers.  Communication goes hand in hand with the next function, which is creating an objective or purpose for the organization.


Managers need to make it clear to employees what they are working towards in the company.  Employees should be made aware of the goals of the organization so they know exactly is expected of them.  This way, management and workers can move towards achieving the goals together.  In order to ensure the organization meets its goal, management is dependent upon workers to cooperate.

To gain cooperation, Barnard suggests using incentives to motivate employees. Some examples are acceptable working conditions, fair wages and benefits like the potential to move up in the company.  Barnard is basically saying that if you give respect, you gain respect.  He believed employees that respect their managers are more likely to have what he called a higher “zone of indifference.” 

The zone of indifference is the area in which orders are acceptable without questioning them.  Barnard believed that the happier the workers, the larger the zone of indifference.  If workers are treated poorly and are unhappy in the workplace, they are more likely to question authority, giving them a smaller zone of indifference. 

The key points of Barnard’s theory are that he recommends creating a strategic plan based on communication and cooperation in the workplace.  In order to achieve these goals he believes it’s important to have motivators for workers in order to get the job done.

Although this book was published in 1938, these ideas are still timeless. Barnard's functions can be applied in any workplace and would be met with great results.  Communication is always a good thing, and as my Professor pointed out, something that is almost always lacking in the workplace!

I was glad this assignment was over, but my hard work paid off! For the paper and the presentation I received a grade of 30/30!

Spring 2010

Soon after I finished the TOR, classes began.  I'm enrolled in Principles of Management with Professor Lisa Hussey and Reference and Information Services with Professor Laura Saunders.  One of the things that struck me is that the Professors are so young! I thought this was pretty neat, since they are also well educated, experienced and very intelligent.  O h yeah, and super nice.  After I looked at the syllabi's for both my classes, however, I had a mini breakdown.  It was all just so overwhelming! I'm sure part of it was that I haven't been a student in 10 years! Thankfully, my husband Rob calmed me down and gave me a pep-talk, and many of my friends and co-workers showed their support by reinforcing that I can do this! Thanks guys! I learned to take it one step, er...assignment at a time!

Saturday, March 19, 2011

The TOR

The TOR stands for Technology Orientation Requirement.  All new students are required to take this three part test.  The first part is basic computer skills; taking screen shots, saving files as PDF's, using the library databases, etc.  The second part is making a wiki page and the third part (the one I feared the most!) is making a web page.  I breezed through the first part of the exam, and then began the wiki page.  I must say, this was actually fun! The technology staff at Simmons also provided detailed, step by step instructions for both the wiki and web pages.  Yes, I even conquered the web page, but this was much more detailed and all done by manually entering the code.  I learned so much and was very proud of myself when I finished!  Here are some great links if you'd like to make your own wiki page, including what a wiki actually is!

Wikis in plain English
http://www.youtube.com/watch?v=-dnL00TdmLY

Wiki Cheat Sheet
http://gslis.simmons.edu/tor/AdditionalMaterials/PC-MAC-howto-Wikicheatsheet.pdf

Sites to create your own Wiki:
http://www.pbwiki.com/
http://www.wikispaces.com/

Help for making a web page:

Thursday, March 17, 2011

The Pre-school Preparation

Before classes started in January, I had an orientation in November at Simmons.  It was an all day program, starting with breakfast and speakers.  It was very informational and what struck me was how knowledgeable and congenial the staff at Simmons was.  It felt like a warm inviting atmosphere where you could ask any questions.  I knew that I would have a great support group here if I needed help of any kind.  That really put me at ease.  I also met fellow new students, ate lunch with current students (also VERY helpful-we badgered them with questions!) and met my advisor and registered for classes after workshops about the library and the young adult program (my possible concentration).  Overall, it was a great day but very overwhelming.  I went home and slept for three hours!

The next thing I had to do was tackle the TOR....insert scream of pain here....

Monday, March 14, 2011

The Beginning

Hi all! My name is Amy Dean (aka Librarina!) and I've worked in libraries for 12 years! Last spring, after much pressure from co-workers (you know who you are!) I finally decided to attend an informational session at Simmons College to pursue my Master's in Library and Information Science.  I had a great time at the session.  My main concerns were how manageable the program would be for me since I'd be working full time at the Ames Free Library in Easton, MA and commuting into Boston from the South Shore (Brockton, MA).  The best part on the session was that there were graduates of the program there to answer questions.  That was really the determining factor for me and is why I finally started working on the application process! I had to write an essay(this took many attempts and much proofreading from my friends and my husband), get three letters of recommendation(thanks to all who wrote wonderful things about me!) and submit a resume(the last one I had written was from 2004 so needless to say, it needed work).  All of these things were possible because of my dedicated and caring group of friends, family and co-workers.  I'm so grateful to all of you for your undying support!


My acceptance letter came in the fall and my husband Rob actually opened it and called to tell me I was accepted on the phone(even though I had told him NOT to do this-he kept opening all my mail from Simmons before this letter came and we had a little talk) because he was so excited! This really has been a group effort, and all of you have invested little pieces in me! My struggles, sacrifices and victories are yours as well, we are all on this journey together!