Searching behaviors and giving information

• Look it up!
• Cite sources
• Go with the patron instead of pointing
• Keep track of where you searched
• Answering questions
• Telephone reference
• Email and Chat reference
• Be sure your patron understands the answer
• Currency
• Accuracy
• No is never an answer
• Reading charts
• Synonyms
• Find out the patron's source
• Keep an open mind about the real question

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This page was updated on November 24, 2003.