I’ve been thinking about the definition of reference. In fact, I was asked to define reference services at MPOW for a task force charged with determine ways to increase “discoverability” of library services. We ultimately defined reference as:
“mediated information seeking which utilizes the expertise of librarians to connect users with library resources. This includes both formal and informal reference transactions, especially those which teach users how to analyze and assess the value of information, its accuracy, and its appropriate use.”
This came out of various discussions about RUSA’s definition and one offered in Rosemarie Riechel’s book on youth reference services (I especially like the phrase “mediated seeking”). But why this particular definition? Why these choices of words?
I wanted to accomplish two things with this definition. First, I wanted to define reference services more holistically, not as a technical act but as a philosophy of service. To wit: providing reference should establish, build upon, and leverage the relationship between us and our users (“mediated information seeking”) and between our users and information (“connect users with library resources”).
Secondly, I wanted to highlight that reference requires unique skills and highlights the specialization of librarians (“expertise of librarians”): we are more than just “human googlers.” We learn to rely as much on non-verbal queues as verbal ones. We understand the nuances of human information behavior, especially in research environments, and we are able to respond with timely and appropriate resources.
As a task force, we struggled with defining the scope of reference. We considered everything from directional questions at the ref desk to curriculum-wide information literacy instruction. However, reference shouldn’t be equated with public services. It is an instructional activity, either formal or informal, that (ideally) teaches each user about the role of information in (1) her life; (2) her work; and (3) in society. Additionally, I intentionally left out any mention of technology or format (e.g. email, chat, phone, etc.). The definition is format agnostic and is applicable to any situation in which librarians, information, and users come together.
Admittedly, the definition’s scope is broad. Reference can occur anywhere within the library system, both physically and virtually. It is more than just the public face of the library: it is the personal face and the point at which human relationships develop. Accordingly, with the recommendations of the task force, I hope we can unify the libraries’ approach to reference through assessment, standardization, innovation, and leadership.
Though I won’t be present when our recs are presented to the administration, I’m looking forward to hearing the response.
photo credit: from sickmouthy on flickr (used under Creative Commons BY-NC 2.0)