Accuracy

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

1. Telling the patron the information is not available when it is -- either in your own branch or through a referral. Don’t say “No” unless you are absolutely sure you can’t provide the information.
   
   
2. Providing outdated information. Always give the source and dates of information, and let the patron tell you if they need more current material. Cross-check answers in multiple sources to insure accuracy.
   
   
3. Reading information incorrectly - reading the wrong line of a table or transposing numbers, for example. Use a straight-edge or other tools to insure you are looking at the correct information, and have the patron verify the information.
   
   
4. Not clearly understanding the patron's question and answering the wrong question -- for example, telling the patron the height of the tallest mountain in the United States when the patron really wanted the tallest mountain in the world.
   
   
5. Answering off the top of your head without verifying the information in a reference source.
   
   

Go to No is Never an answer.

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This page was updated November 24, 2003.