MLS - Master of Library and Information Science Reference and User Services Questions and Answers Flashcards
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Which model of reference service positions librarians at tiered service points based on question complexity?
Answer: Tiered reference model
The tiered reference model uses multiple service levels where simple questions are handled at a front desk and complex queries are escalated to subject specialists.
What is the primary ethical concern when a librarian encounters a patron's request that conflicts with their personal values?
Answer: Maintaining professional neutrality and providing equal service regardless of personal beliefs
ALA's Code of Ethics requires librarians to provide equitable service to all patrons without imposing personal judgments on their information needs.
In readers' advisory services, what is a 'readalike'?
Answer: A book recommended because it shares appeal factors with a title the patron enjoyed
A readalike is a title suggested to a patron because it shares similar appeal factors such as pacing, tone, or subject matter with a book they already liked.
Which technology standard enables libraries to provide real-time chat-based reference assistance to remote patrons?
Answer: Virtual reference software using chat and co-browsing protocols
Virtual reference platforms use chat protocols and co-browsing features to deliver synchronous reference assistance to patrons who are not physically in the library.
What does the concept of 'sense-making' contribute to understanding patron information behavior in reference interactions?
Answer: It frames information seeking as a process of bridging gaps in understanding
Brenda Dervin's sense-making theory views information seeking as a process where individuals attempt to bridge gaps in their knowledge to make sense of a situation.
What is the purpose of conducting a reference transaction assessment using the Wisconsin-Ohio Reference Evaluation Program (WOREP)?
Answer: To measure patron satisfaction and the accuracy of answers provided during reference interactions
WOREP is a standardized instrument designed to evaluate reference service quality by measuring both answer accuracy and patron satisfaction with the interaction.