Fancy slides
gouldc@infopeople.org
Exercise #1 Window Parts
Psycho - Logical
When people are being emotional (you or the customer) they are using the non-rational half of their brain so until you calm them down, a rational solution may not work.
Sample Search in Google July 2001
Social behavior of bottlenose dolphins
dolphins (766,000)
+dolphins -Miami (471,000) “bottlenose dolphins” (14,600)
“bottlenose dolphins” “social behavior” (21,818)
+”bottlenose dolphin” +”social behavior”(1,600) +site:edu +”bottlenose dolphins” +”social behavior” (364) allintitle:”bottlenose dolphins” (465)
Telecommunications
The Picture
The Internet
The Reference Interview: Questions
Closed Questions
Open Questions
Do you want paintings or a biography? Are you interested in travel books or the history of Alaska? Do you want books or magazine (journal) articles?
Can you tell me more about what you're looking for? What kind of information on Alaska are you looking for? Can you describe the kind of information you would like to find?
The Reference Interview: Questions
Closed Questions
Open Questions
Regardless of intent, a closed question restricts the freedom of the user’s response. Frequently involves an attempt by the librarian to match the user to the more familiar parts of the system.
Allow users to respond in their own words Do not limit answers to the narrow range of choices presented by the closed question Invitations to talk Elicit irrelevant as well relevant conversation
The Librarians’ Index
Enter broad terms AND is the default
Also accepts AND, OR, NOT, ( ), *
real estate
Stems: garden finds gardens, gardening, etc. Can turn off stemming
x
Default field is Keywords (all fields)
Can limit to any field
Allow for Word Endings and Equivalent Words - OR
EXAMPLE:
When were Triscuits invented?
triscuits
invention OR invented OR history
EXAMPLE:
Was San Quentin prison ever co-ed? “san quentin” women OR females OR co-ed